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I can't see an an option for supervisor to send a message to agent in webex desktop. can only change state/sign out the agent but nothing for sending message. The user profile for supervisor has the option enabled to send a message. snapshot attached...
HiWe are in the process of moving from UCCX to Webex contact centre. For incoming UCCX call call - agents frequently transfer calls using Jabber to another person internal to the organization also on Jabber. Because everything is on-net, the person a...
In one of my UCCX scripts I increment priority of the call as it waits in the queue. So call entered the queue with low priority and then I keep incrementing the priority until it's at highest priority.How can I achieve the same in WxCC ? If I use qu...
HiHow do I go about enabling WFO/WFM integration in Webex contact centre ? Is that a separate portal Cisco/WxCC partner has to provision before customer can access access ? Found the guide link below but don't know how/where can I access Webex WFO. h...
Trying to get the out dial calls to work from WxCC Desktop .. Agent's desktop profile is enabled with Outdial, specified the dial plan, Address book, outdial ANI and outdial entry point. But within outdial entry point configuration what am I using in...
ok didn't know webex app is a pre-req to enable messaging on webex desktop between agent and supervisor. will leave it then as agents/sup are using an alternate messaging platform. thanks.
Person B (not an agent) can't see name/number of Person A (who is an agent) when A tries to transfer call to B. Transfer is done to Person B's direct line - not an entry point. WxCC is using LGW for PSTN connectivity and when I do SIP trace on LGW - ...
Thanks @Dimitri Bokatov . it was step 3 i was missing at the time where i didn't know what action was required on the flow. since the original post - I have now enabled outdial and working as expected. thank you.
thanks for confirming. yes the only way around as you mention is to actually segregate the agents into two groups - one serving the low priority queues and others high priority queue. Given this is for an IT service desk where it is expected for ALL ...
