What is divert in SAP CRM-CCI - SAP Contact Center?

SAP Term: divert

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: To redirect calls to another number in the Communication Mobile Client CMC application

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• Key Concepts: 
  Divert is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows an incoming call to be transferred to another agent or department. It is used to ensure that the customer's needs are met in a timely manner and that the call is handled by the most appropriate person. 
  
  How to use it: 
  To use divert, an agent must first select the divert option from the CRM-CCI menu. The agent can then enter the name of the person or department they wish to transfer the call to. Once this is done, the call will be transferred and the agent will be notified of its successful completion. 
  
  Tips & Tricks: 
  When using divert, it is important to ensure that the person or department you are transferring the call to is able to handle it in a timely manner. Additionally, it is important to make sure that you have all of the necessary information about the customer before transferring them, as this will help ensure that their needs are met quickly and efficiently. 
  
  Related Information: 
  For more information on how to use divert, please refer to SAP's official documentation on CRM-CCI. Additionally, there are many online resources available that provide tips and tricks for using divert effectively.