ā02-15-201102:48 AM - edited ā03-14-201907:22 AM
We have a single UCCX which is used by different groups- Help Desk, Travel, Support etc. Our Help Desk is a traditional Help Desk whereby agents need to use Reason Codes when being Not Ready but other groups- Travel, Support etc only use the UCCX for queuing but do not wish to use Reason Codes. We are using a mixture of CAD and Single Log on via IP Phone Service. Can it be configured to have reason codes for some agents but not others?
Yes. Using the Cisco Desktop Work Flow Administrator you can create unique workflows (Instead of just "default"). Each workflow can have distinct reason codes. You then link agents and a workflow using Cisco Desktop Administrator.
Yes. Using the Cisco Desktop Work Flow Administrator you can create unique workflows (Instead of just "default"). Each workflow can have distinct reason codes. You then link agents and a workflow using Cisco Desktop Administrator.
What version of UCCX? I run UCCX8 and the path is Click on Call Center, then Work Flow Configuration, then Work Flow Groups.
The rest of your notes look correct.
Getting Started
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:
