How to PickUp Agent CTI Route Point Call ?

[tanan.ead1]

Hi All

         Is there Anyway to PickUp Agent CTI Route Point Call from External CSQ Phone on UCCX 10.5

Thanks.

[Aaron Harrison]

Hi

The answer is almost certainly 'NO', however please detail your scenario and what you would like to be able to do.. it's not very clear.

Aaron

[tanan.ead1]

My Customer want to pickup call in CSQ Group Because them has just 3 Agents and want to help other agent in CSQ By Pickup and handle call before Call Route to her (Before Call Dropped and make the Abandoned Call.

Sorry for bad english

Thanks.

[Aaron Harrison]

OK

So 'pickup' is an unsupported feature for CCX agents - see the release notes for CCX for confirmation.

What you should do is arrange your agents into CSQs - if all three agents should take the calls, then put them all in the queue. You can use skill levels to adjust who gets the calls as a preference, or have multiple queues and overflow to them after an amount of time.

The idea is that you allow CCX to manage the routing of the calls. They don't 'ring' when in queue, so they can't be picked up anyway.

Aaron