Moving away from Device Targets to ATRs...

[aosborne6984]

Afternoon All!

My company has FINALLY decided to move away from Device Targets and use ATRs. Does anyone have a 'best practices' or good resource on how to do this? 

[bill.king1]

It should be fairly straightforward depending on how you have your agent extensions set up. Here's a Cisco document on the troubleshooting of it if it helps you.
https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise/214984-troubleshoot-agent-targeting-rules-in-ci.html

[aosborne6984]

Thanks Bill! I will give this a look. I appreciate the info.

[Ramamoorthy Shanmugam]

+ Also make sure in the Agent Targeting rule list ->Respective routing clients added and Extensions ranges-> added. Otherwise, customer calls can’t be transferred to agents.

[aosborne6984]

Thanks for the further clarification @Ramamoorthy Shanmugam!