05-24-2011 05:14 AM - edited 03-14-2019 07:58 AM
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
05-24-2011 10:21 AM
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
05-24-2011 10:29 AM
Have you tried the Voice Contact WorkFlows?
That looks promising.
05-24-2011 10:39 AM
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
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