Configure Direct Call Interceptor for WebAgent

Introduction

Before you can use the DCI feature in the WebAgent, you need to setup the Agent for DCI. This is done so only pre-configured agents can make use of this feature.

 

Prerequisites

• WebAgent Service v 1.15 or higher

 

Configure

1. A default Skill with the title "DCISkill" needs to be added to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers., Learn More
2. User needs to be configured as Agent in UCC, Learn More
3. Agent needs to be assign to the "DCISkill" Skill, Learn More
4. (Optional) Add setting "EnableDtmfInDirectDialerSession" to settings list for DTMF tones to be send to the contact.

 

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