11-28-2023 09:24 AM
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?
11-28-2023 01:15 PM
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
11-28-2023 01:44 PM
Thanks Bill! I will give this a look. I appreciate the info.
11-29-2023 05:28 AM
+ 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.
11-30-2023 07:50 AM
Thanks for the further clarification @Ramamoorthy Shanmugam!
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