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Skip-next behavior(Outbound dialer UCCX)

Dear all,

May I ask someone to clarify Outbound Compaign behavior after  Skip-Next button has been pressed?

For instance lets view the following scenario:

1)Outbound module offer to agent a possibility to make an outbound call

2) Agent accepts this offering by pressing Accept button on his CAD

3)The CCX starts to make an outgoing call

4) Agent hears a ring-back tone for a 30 sec(for exam.) and decides that recepient don't want to pick up the call

5)Agent press button Skip-Next, then CAD displays menu from wich agent selects option: Not Home.

The questions is:

-What should happen after this last action(number 5)? Should the CCX automatically drop the call and move agent to Ready

or Work state ?

At this moment on our CCX after the 5 stage, agent should press Answer/Drop button to stop outgoing call.

1 REPLY

Re: Skip-next behavior(Outbound dialer UCCX)

No, the call will not drop automatically. Clicking the "Not Home" button sets call data which is automatically read by the outbound subsystem. As a result the record will be marked with a "Not Home" result code. It won't initiate any call control, the agent still has to end the call normally. You can find more information about this behavior in the UCCX admin guide: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70ag.pdf

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