I have been testing UCCX 9.0 Chat functionality integrated with Social Miner, and found the following things:
There is a way to configure UCCX in such a way that, Chat sessions will not be presented to Agent, if that Agent is already on a Voice Call. This is ok.
But when testing inverse, I have found that, when Agent is having an active Chat session, the Voice call is still presented to operator if he/she were in Ready state. So Agent should manually set the Voice state to Not Ready each time, so that when chatting the new voice calls will not get to him.
Well, is there a way to tell UCCX not to send new Voice calls to Busy with Chat Agents automatically, so that Agent will not have to change the state manually each time as the new Chat session is presented?