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When CAD NOT READY add Reason code when dialing out

hmglobcom
Level 1
Level 1

Hi out there!

Do somebody know if i can add a Reason code when a "Not ready" agent dials out to tell

the Wall board, Supervisor and historical reports what activity the agent do?

I know that you can set reason codes in CDA and workflows but is it possible to update the

status for an already "Not ready" agent when dialing out or receive an incoming  call?

Rgds Mikael

3 Replies 3

rajajosh
Level 1
Level 1

Hi Mikael,

I believe this setting cannot be enabled becasue when the agent dials out the call does not go through the UCCX. The calls goes through of the UCCX if you are using the campaign outbound dialing. In this case since this is normail outbound dialing uccx will not be monitoring the call.

Thank you

Rajani Joshi

Have you tried the Voice Contact WorkFlows?

That looks promising.

Hi,

Voice Contact so normally for the incoming calls to the agents desktop. Still doubtful we can use it for the regular call but I will take a look at it and let you know.

Thank you

Rajani Joshi