UCCX Agents being stuck in a Reserved can be quite frustrating to both the customer and the Agent. An Agent is placed into a Reserved state when the UCCX Engine essentially reserves a inbound call to an Agent. Now that the Agent and the Inbound call are a ‘pair’ the system will try and push the call to the Agents phone.

To allow a customer to be pushed to an Agent immediately, the queue announcements, menu’s or timers must have the radio button “Interruptible” set to Yes. If this is set to No, the Customer will be forced to wait for the current announcement, menu prompt or timer to expire before being be connected with an Agent, this includes MoH.

Screen images or where you can find this parameter in the UCCX Script.