Business_Requirements_Zoom_CC_Canada.txt

Business Requirements: Zoom CC for Canada Region
Canada Voice Queue Structure
* Incoming calls should route through the API/Auto-Redirect function
* Agents in this queue will be set to auto accept any engagement
* Wrap up time will be set to 5 minutes
* Agent routing profile should be set to Regional_ARP
* Inbound dispositions should be added for the 'Intake - Inbound' set
* Default disp for inbound and outbound is 'Wrap-Up Expired'
* Outbound dispositions should be added for the 'Intake - Voice Outbound' set
* Courtesy callback will NOT be enabled
* A new HOO should be created for Canada titled 'Canada Intake' HOO set to M-F, 9 AM-8 PM Eastern
* Intake call flow - Open Hours Weekday (9 AM-8 PM Eastern)
  * Route to Primary LHA first, then to secondary LHA, then to Local Office Group if both LHAs are unavailable