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Pitfalls that show up in every platform — Learn it in 5 minutes

About five minutes of reading

The platforms differ. The mistakes repeat.

People map skills to queues and also to proficiencies and double-route. They forget that a PSTN transfer drops attributes, so the CUCM agent has no screen pop. They compare AHT that includes ACW with AHT that does not. They port the number before UDP 3478 is open. They discover campaign or outbound country limits on week one.

Webex Contact Center is a competing CCaaS, not a card you slot into Connect. Genesys Edges and Avaya port networks do not become Connect constructs. You replace them or you transfer to them.

Number on this page: Dropped Attributes. They do not cross Transfer to phone number

Sources and go deeper

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