Looking for a way to have an agent controlled Outbound Dialer. I know the UCCX has a preview outbound dialer campaign you can setup. I setup a test campaign and it worked as anticipated. Is there a way for the agent to control when the are presented Outbound Preview Dialing. It would be a blended agent that already receives inbound CSQ calls. On demand I know the call center supervisors can assign the outbound skills upon request. Can the agent somehow turn the Outbound Dialer on or off? Could I write a UCCX script that alters agent skills?
There is no built-in ability to control this as an agent; CCX was designed with a “push” mentality for agents. You could write a custom web application that uses the CCX Provisioning API to pull the agent in and out of the outbound CSQ(s), then give them access to that front-end. Another option to consider is the “ % of Logged in Agents for Outbound” option to limit how many agents can be used for outbound calls.
Thanks for the information. Do you know of any third party vendors solution that would allow me to import a prospect/customer list and then present some type of "Click to Call" functionality that the agent could use to expedite call back to the customer/prospect. Right now we are CAD but we could certainly look to use Finesse, Jabber, or third-party option.
I'm trying to connect a Microsoft Wireless Display Adapter https://www.microsoft.com/accessories/en-us/products/adapters/wireless-display-adapter-2/p3q-00001 for Screen sharing. When the Adapter is connected to the Webex screen, it is recognised...
We are upgrading our UCM cluster from 10.5 to 12.5 what is the preferred method of license manager (Cisco Smart Software Manager) considering the security risksDirect could accessDirect cloud access through and HTTPs proxy -Mediated access through a...
1. IntroductionThe purpose of this document is to consolidate the list of deprecated Cisco IP Phone Models in different versions of Cisco Unified Communications Manager.2. RequirementsBasic knowledge of a Cisco Unified Communications ManagerBasic knowledg...
Message to visitors: this document is work in progress, will update in the coming weeks several times!
MPP 6800 series - DECT Deployment Guide
DECT stands for Digital Enhanced Cordless Telecommunications and is a standard for wireless voice services in bu...
This document describes how to collect CUCM devices reports from using the Command Line Interface (CLI) of the server's operating system (OS).
Contributed by Christian Nuche (cnuche), Cisco DSM Designated Services Manager - Hig...