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I am trying to offer the caller the option to dial the agent's extension and have the call sent directly to the agent. I want the call the go thru if the agent is logged in, but not ready. Using "Agent to Agent", I got it to fail out if the agent i...
I see customized Not Ready reason codes in CUIC, and I want to change them. The person who programmed them is no longer with the company. I looked in the server's registry, but these reason codes don't show up there. Where do I find these customiz...
I have a agent supervisor who wants an audit report of all calls that were monitored (via silent monitor). Is this possible? I've looked at the UCCE historical database but all I can seem to find is the total number of calls monitored.
I'm looking for it right now. I'm trying to find where the definition for this report is. do you know how to find out what report definition this report is using?
