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Beginner

Call Center Express call Pickup a call from another agent.

I have a call center where other agents would like to pickup calls coming into other agent. Due to the stat of the call center i cant expect the agents to be sitting at by the phone all the time and it turns out to be a problem to go "not ready".

So a call is coming to agent one. Agent one is not there but agent two is. How can agent two pickup agent ones call? We can't wait till agent one times out.

kind regards Niels

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Hall of Fame Community Legend

Re: Call Center Express call Pickup a call from another agent.

Hi Niels,

Sorry, Pickup has never been supported with UCCX

Unsupported Actions for Unified CCX Agents


•Use of the following softkeys on a Cisco Unified IP Phone is not supported:
–Barge
–cBarge
–DND
GPickup
–iDivert
–MeetMe
–Park
Pickup
•IP phone (TNP phone) agent wrap up codes do not always display if the call is quickly hung up.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf

Aaron;

https://supportforums.cisco.com/message/3135115#3135115


From Daljeet,Geoff and Gabriel;

https://supportforums.cisco.com/message/2012190#2012190

Cheers!

Rob

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