Two of our customers are requesting this functionality (on UCCX 8.5 & 10.5):
– A call arrive to an agent through an UCCX script
– Agent has to transfer the customer to another agent (e.g wrong skills)
– Agent puts the customer on hold
– Agent calls a trigger where there is another script
– In the script we select another agent (most adapted) in a CSQ
– First agent complete the transfer between customer and second agent.
Could you please let me know if this is something allowed and if yes, how to do that?
We want to avoid hunt group to target the second agent. (to be sure he will be available)
Many thanks in advance