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sovannary.huy
Beginner

Outbound Direct Preview

Hello,

We are using UCCX 8.0(2) SU2. We have just configured Outbound Preview feature (direct preview mode) and have uploaded few contacts for testing first. Here I have a few questions and hopefully anyone could help me out.

1.   While agents and customer were talking, agent could not reclassify this call as Answering Machine, Fax/Modem, Do Not Call (these option are gray out). From the document, i understand that the Voice option should be gray out as the call is classify as Voice by default so agent cannot reclassify it as Voice again but the other option should be able to select. What the possible cause of the option of Answering Machine, Fax/Modem, Do Not Call to gray out (can not select)? Or is this normal behavior but un-documented? 

* From the reclassify option, we can select Invalid Number and Busy.

2. Is it possible to have custom option in Reclassify? Could we add more option like Call Not Completed to Reclassify? If possible, how to?

Thanks in advance.

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