cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
596
Views
5
Helpful
3
Replies

Co-Located UCCX and Reason Codes

iptuser55
Frequent Contributor
Frequent Contributor

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? 

thanks

1 Accepted Solution

Accepted Solutions

thomascollins
Participant
Participant

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.

View solution in original post

3 Replies 3

thomascollins
Participant
Participant

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.

Thomas

That worked - thanks.

Recap I access Desk Top Admin

Clicked on Call Centre

Click on DeskTop Admin

Created a Work Grp under Cisco Presence Settings>>Work Flow

Under Personnel>>Agents assigned an agent to the Work Group

Is that complete????

thanks

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:

Recognize Your Peers