topic UCCX CAD in Unified Communications Infrastructure

UCCX CAD

tkavithas87 — Tue, 19 Mar 2019 14:22:32 GMT

HI all,

one of the cutomer contact center is running in uccx 7.0(1). the Agents are using CAD to answer the calls.this cutomer wants ,after the conversation with the caller,when the agent press "end call button" on the CAD,it should redirect to a CTI route point instead of hanging up the call. is this possible to do?

i have no idea.

UCCX CAD

Chris Deren — Tue, 08 Oct 2013 13:21:55 GMT

You can build a CAD workflow for that from CAD administrator.

HTH,

Chris

UCCX CAD

tkavithas87 — Tue, 08 Oct 2013 14:51:51 GMT

thanks Chris for the response.

I couldnt find an option in CAD workflow from CAD administrator.could you please give me the steps

thanks

kavi

UCCX CAD

Chris Deren — Tue, 08 Oct 2013 15:07:03 GMT

Open CAD admin, go to Work flow config --> Work flow groups --> select your group, --> CAD agent --> voice contact work flow

Select default, select Dropped event and add new Rule with action "Call Control Action Setup", call control = "blind transfer", phone number = desired extension.

Save, reopen CAD and test.

HTH, please rate all useful posts!

Chris

UCCX CAD

tkavithas87 — Wed, 09 Oct 2013 01:26:54 GMT

thanks chris