Cisco UCCX 5.0, script

Answered Question
Jul 7th, 2009
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Hello, i have an issue,i am deploying Contact Center Express 5.0,

is it possible to route incoming call with specific number to the specific agent, i mean, if the VIP pearson is calling, this call redirects to the specific agent,

Correct Answer by Jonathan Schulenberg about 7 years 9 months ago

Yes; this is called Agent Based Routing and is explain in the documentation. Note that you cannot queue a contact to an agent. If the agent is busy or does not accept the call, you will need to provide other options. This is typically "try the agent first, then fall into a general queue."

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Correct Answer
Jonathan Schulenberg Wed, 07/08/2009 - 11:46
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Yes; this is called Agent Based Routing and is explain in the documentation. Note that you cannot queue a contact to an agent. If the agent is busy or does not accept the call, you will need to provide other options. This is typically "try the agent first, then fall into a general queue."

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