Viewing Presence of CAD Resources on other Teams in your UCCX System

[Greg Decroo]

  We utilize multiple Teams in our UCCX System so that Supervisors only see the Agent's that they are responsible for in CSD.

Is there any way for Agent's in our Tech Support Team to see the Presence of Agent's in our Sales Team via the CAD Chat Feature?

If you can configure SMEs from another system to appear in the Chat Feature of a Team wouldn't there be some way to also display Agent's from the same system who happen to be in another Team?

BTW - we are running version 8.5.1 of UCCX and version 8.6.2 of CCM & CUC.

Thanks

[Jonathan Schulenberg · Accepted solution]

The chat feature built into CAD is Intra-Team only. If you enable the CUP integration and define Contact Lists within Desktop Administrator you can include any valid CUP user, even CCX agents in another team; however, it will not show their ACD state. All it will show is their CUP status. Chat/transfer/conference will work though.

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[Greg Decroo]

Thanks for the clarification.