We have setup Whisper call feature from the script using Place Call step to make the call to agent for a short description about the call and then it will connect to the customer to the Agent. Now everything works fine, but some time the CAD freezes after the whisper call is played and while the original call connects to the agent.
1. I have only one CTI port group in my environment and one Media termination dialog group. I have used this CTI port group for "Call control Group ID" field and the default Dialog group for the Dialop group field in the PLace call step.
2. Agent manually answers the call without auto answer feature.
Now, I am trying to understand little more about the CCG that I am using in this step,
1. Do we need to have another set 0f group to be used in the Place call step as it is a outbound call to the system and the CCG i have created is for Inbound calls.
2. Also for the Dialog group, can we use the default group or any special group