07-28-2015 06:35 PM
Hi - Our customer has UCCX 10.6 with pure Finesse environment - they have concerns on the Finesse phonebook user interaction, i.e. the phonebook is only available when on an active call and the "consult" button is pressed. This does not actually place the caller on hold ready for transfer, but just presents the phonebook and can lead to "awkward silences" as the agent tries to access the relevant phonebook info.
Rather then provide a separate customized phonebook app are there any option to change this behavior?
Thanks in advance
Brian
07-29-2015 02:25 PM
Brian,
I'm not aware of a way for you to customize the behavior here but i do appreciate the point. I will look into enhancing the behavior in the future.
Thanks,
Ted Phipps
Cisco Finesse Product Manager
09-19-2015 05:02 AM
We have a customer with the same complaint , has there been any feature request of this ??
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