Answering particular calls

[billmatthews]

We have a customer that is considering UCCX.  However they're needs are a little different than how UCCX generally behaves.  The automatic call distribution using CSQs and agent skills is needed, but they also need the ability for agents to be able to pick up a call out of order.

For example if 10 calls are waiting in queue, they want to be able to see all 10 calls (enterprise data of each caller), and select any call to answer next.  Maybe they want to pick up call #7 next.

I've explained to them that with priorities, they can bump certain calls up to the front of the line.  But they still want the ability to see all calls, and answer any call they choose. 

Any ideas on if this is possible?  I can't think of how it would work natively in UCCX, but maybe with some add-on tools or scripts.

Thanks,

Bill

[Jonathan Schulenberg · Accepted solution]

This is not possible. None of the native interfaces provide this nor is there an API that allows control over the MIVR/ICD subsystems.

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