UCCX CAD

[tkavithas87]

   HI all,

one of the cutomer contact center is running in uccx 7.0(1). the Agents are using CAD to answer the calls.this cutomer wants ,after the conversation with the caller,when the agent press "end call button" on the CAD,it should  redirect to a CTI route point instead of hanging  up the call. is this possible to do?

i have no idea. 

[Chris Deren]

You can build a CAD workflow for that from CAD administrator.

HTH,

Chris

[tkavithas87]

thanks Chris for the response.

I couldnt find an option in CAD workflow from CAD administrator.could you please give me the steps

thanks

kavi

[Chris Deren · Accepted solution]

Open CAD admin, go to Work flow config --> Work flow groups --> select your group, --> CAD agent --> voice contact work flow

Select default, select Dropped event and add new Rule with action "Call Control Action Setup", call control = "blind transfer", phone number = desired extension.

Save, reopen CAD and test.

HTH, please rate all useful posts!

Chris

[tkavithas87]

thanks chris