Dear friends,
Two of our customers are requesting this feature (on UCCX 8.5 and 10.5):
– A call is routed to an agent via a UCCX script
– The agent must transfer the customer to another agent (e.g., incorrect skills)
– The agent puts the customer on hold
– The agent calls a trigger that contains another script
– In the script, we select another agent (the most suitable one) in a CSQ
– The first agent completes the transfer between the customer and the second agent.
Could you please let me know if this is allowed and, if so, how to do it?
We want to prevent the hunt group from routing the call to the second agent. (to ensure that he will be available)
Thank you very much in advance
Dorian