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ACW not working for Transferred call

Sanoop N V
Level 1
Level 1

Hi Team,

ACW(Automatic Call Work) working fine for the call delivered via CSQ.But I wanted to know if the ACW  will work for the transferred call(manually transffered call to Agent directly )

Thanks!

Sanoop

1 Accepted Solution

Accepted Solutions

Ravi Shankar Pandit
Cisco Employee
Cisco Employee

If you transfer call directly to IPCC extension then agent state will be not ready . So ACW will not work in this senario .

Agent can go in ACW state only after talking state .

View solution in original post

1 Reply 1

Ravi Shankar Pandit
Cisco Employee
Cisco Employee

If you transfer call directly to IPCC extension then agent state will be not ready . So ACW will not work in this senario .

Agent can go in ACW state only after talking state .