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

SAP Term: intercept

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: To take a call from an agent and continue that call. One of the supervising functions

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• Key Concepts: 
  Intercept is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows an agent to take over an active call from another agent. This feature is useful when an agent needs assistance from a more experienced agent or when a customer needs to be transferred to a different department. 
  
  How to use it: 
  To use the intercept feature, the agent who is taking over the call must first be logged into the CRM-CCI system. The agent then selects the “Intercept” option from the menu and enters the phone number of the call they wish to take over. Once the call is intercepted, the original agent will be disconnected and the new agent will be connected to the customer. 
  
  Tips & Tricks: 
  When using intercept, it is important to ensure that both agents are aware of the transfer before it takes place. This will help avoid any confusion or frustration for both agents and customers. Additionally, it is important to make sure that all relevant information about the customer and their issue is shared between agents before the transfer takes place. 
  
  Related Information: 
  The intercept feature is part of SAP’s Contact Center Infrastructure (CRM-CCI). Other features of this system include call routing, automated voice response, and reporting tools. For more information about SAP’s Contact Center Infrastructure, please visit their website at www.sap.com/cci.