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Decline option in outbound preview

j.huizinga
Level 6
Level 6

Hi

We have a customer with UCCX 12.5 and we configured outbound preview. This works

When an agent gets the call offered, they have the option to Accept and to Decline

In the Decline there are two reasons for decline:

 

Reject - Return Record to Campaign

Close - Remove Record from Campaign

 

Customer wants to remove the Close option, an agent should not decide to close a record

Is it possible to remove this option, or maybe to add extra options?

 

Thanks

 

JH

 

1 Reply 1

Hey

 

No - You can't change these actions. The only way to do that is to make you own callcontrol gadget and use that instead of Cisco callcontrol.

 

There is some 3.party vendors where you can do this. (i think 2ring.com has a customizied callcontrol) 

Please rate helpful posts and if applicable mark "Accept as a Solution".
Thanks, Thomas G. J.