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Route call to Agent before Accept step

Hi all,

our customer has the following requirement:

If a call comes in and there is an available agent, the caller should hear normal ringback until the call is answered- no announcements, no hold music.

Only if the call is queued, announcements and hold music should be played.

I tried to put the "Accept" under the "queued" branch of the select resource step. This does not work, the call is dopped when it goes to the agent phone.

As far as I understand it, the Accept step must happen before the select resource step or connect step.

Any ideas if this requirement can be fulfilled using UCCX 8.5?

Thanks in advance


Everyone's tags (4)
Hall of Fame Super Silver

Route call to Agent before Accept step


So, what do you get when you have Accept step followed by Select Resource and agent is available immediately?


Re: Route call to Agent before Accept step

Why don't you just put all the logic (announcements, etc) into the Queued

branch then? It should accomplish the same thing. Call is accepted and

immediately routed to an agent, if none are available then you begin

planning your messages and what not.

Tanner Ezell