How to configure Agent accept with DTMF

Introduction

In some cases it is useful to for the agent to first confirm the call before being connected to the Customer. For example:

• Agent is using a mobile phone and you want to verify the agent accepted and not the voicemail.

• The agent receives a CallBack CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. or Campaign Dialer and wants to read the details in the Extension Window before calling the customer.

With this scenario active the following will happen:

1. The UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. hunts the available agent.

2. The agent accepts the conversation.

3. The UCC plays a message telling the agent to press a tone to accept.

4. The agent enters the DTMF tone .

5. The agent is connected to the customer.

Requirements

• A default configured UCC

Configure