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Resource Selection Criteria Question

Hello,

I have been researching weather or not UCCX can send inbound ACD calls as a broadcast to all available agents. I have a feeling it's not possible becuase one person would take the call while the others receive a missed call and that will show up on their Call Stats. Can someone confirm if UCCX can do a Broadcast (hunt group algorithm) to available agents or are we confined to the available criteria ( Longest Available, Most Skilled, Least Skilled, etc)

Thanks so much

Current UCCX Setup -

Cisco Unified CCX Administratio

System version: 8.5.1.11003-32

Package: Cisco Unified CCX Premium

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Hall of Fame Super Silver

Re: Resource Selection Criteria Question

This is not possible as it defeats the purpose of ACD, you can use broadcast hint groups of this is a requirement.

Chris

Sent from Cisco Technical Support iPhone App

2 REPLIES
Hall of Fame Super Silver

Re: Resource Selection Criteria Question

This is not possible as it defeats the purpose of ACD, you can use broadcast hint groups of this is a requirement.

Chris

Sent from Cisco Technical Support iPhone App

New Member

Resource Selection Criteria Question

HI Chris,

Thanks for Responding. I appreciate the confirmation.

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