Hi all,
I have a question regarding UCCX in conselation with Call Forward All on Agent line.
I know that Call Forward All is not allowed / supported in certain cases but I'm not sure if it's valid or supported in this case.
Scenario is the following:
Inbound Call -> CCX -> Script 1 -> Within the Script 1, there is a Call Redirect Step to the Line from Person A,
who works also as an Agent for another Script 2 but not at the moment.
Due to the case that this person A / agent A, uses this line also for her/his private communication or other non-agent stuff within the company, it happens often that the line will be set to "Call Forward All" to another person B within the team, who is mostly also an Agent B.
However, during that time, Person A is not logged in to UCCX. But Person B might be logged in to UCCX during this scenario.
Customer reported to me that there are certain issues, when the line of Person A has "Call Forward All" set to Person B, in combination with "Reserved" status, that sometimes Person B or Person C will be set to "Reserved" without any reasons...
Anyhow, does anybody know if this kind of setup is supported?
Many thanks
