I have UCCX 7.0 with Premium licensing.
this is my challenge is there a way or do you know a way to send a call to an agent if the call hasn't been answered by my script yet
what i mean is
i place a call and it hits my trigger in uccx , i don't want to have the "accept" step on my script so the call won't get answered, however i want that call to be sent to an agent if an agent is available and have that agent answer the call, if not i want that cal on the queue. the queue thing is not an issue, my issue is when the agent is ready to take that call the system can't transfer the call because the call hasn't been accepted before
if i change the "connect" parameter on the select resource step to NO, the system takes it, however my agent goes to "reserved" state and it won't get the call
is there a way for you to do this ?