UCCX Outbound skip-next action

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Jun 15th, 2009
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Hi, I have imported a contact list that has two different phone numbers for a contact, how is the proper way to use the skip-next action for the system to use the second number to try to reach the contact after calling the first number and realizing that the person wasn't at home for example.

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gsidhu Fri, 07/10/2009 - 09:11
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Make sure that automatic wrap is enabled and that the wrap up time is set to a 'reasonable value' eg 180 seconds.

Hence when Agent hangs up the CAD status changes to work. During this time the skip-next button should be enabled.

Agent selects Skip Next>Customer Not Home. If a second number exists for this contact that nunmber will be dialled. If only one number exists, the contact will be closed.

If the wrapup time expires before the Agent is able to select Skip Next>Customer Not Home the Outbound options will be grayed out and Contact will be closed.

Hence you need to ensure automatic wrap is enabled.


Gabriel Saavedra Fri, 07/10/2009 - 09:40
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Actually I set the wrapup work to 300 seconds, but when I am in the work state I immediately press the ready state, this for not waiting for the wraupup time to end, but never dial the second number, I think I am running through the bug that you told me in the other thread the CSCsx26644, I have a UCCX 5.0(2)SR02_Build045


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