Scenario#52 – Finesse Agent Call drop on Hold (UCCE)

I came across a situation for a multinational client who has a complex UCCE setup with four clusters worldwide with separate CUCM, ICM, CVP, PGs, etc. They also have a complex call flow where customers in North America for some queues are served by agents in the Asia Pacific who are logged in on theContinue reading “Scenario#52 – Finesse Agent Call drop on Hold (UCCE)”