Action node - Preferred Hunt

Introduction

The Preferred Hunt action will first try to connect the dialogue to the preferred Agents (comma separated). If this is not possible, it will fallback to the appointed skill.

Note: Preferred Hunt should be used in the incoming phase.

Additional information:

The Preferred Hunt action of 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. will try to hunt the configured SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. URIs. Both the Sips field and the Skill field are required for this action. If the preferred Agents are not available, didn't accept the conversation during the hunt timeout, or decline the session, the call will be placed in the waiting queue of the skill that was chosen for fallback. The hunting behavior is different for the various types: Agent SIP will hunt if the agent is available according to the Presence-Based Routing settings (by default this is only when available) and if the Agent is formally signed in. Non-Agent SIP or PSTN will always hunt.

The Sips field should start with either "sip:" or "tel:", e.g. enter sip:agent@.. one after the other and separate with commas.

The Skill field should contain the preferred (fallback) skill, if none of the specified Agents is available, the call will be placed in the waiting queue for this skill.

Example of the call flow with preferred hunt action applied (click to enlarge):

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