UCCX8 - Agent option to pass on a call

[cantwelld]

Agents are asking if it's possible to enable an option for them to pass on a call coming into the queue by hitting a button to immediately pass the call on to another agent.

The reason being, they could be on a call on their personal extension to an emergency worker (police, fire etc.) and a call could come into their queue line. They would like the option to immediately pass that call along rather than time out and hit the next agent.

Is this possible? Thanks.

Dan

[Edward Umansky · Accepted solution]

This is not possible with UCCX. The recommended approach is that agents go "Not Ready" whenever they are going to use their personal line. In the latest version of UCC Enterprise, it's possible to have the system monitor the personal line and automatically set the agent Not Ready, so maybe this feature will make its way to UCCX at some point.

[cantwelld]

Well .. that answers that then. Thanks a lot for the quick reply.

Dan