[cisco-voip] CallManager and Queuing

[Tim Smith]

Hi Guys,

I have a small branch office. We are replacing their Nortel system with
CallManager 4.2.
Eventually they will probably get a Genesys contact center solution.

We also have Unity Connection. I can think of a few tricks, but I dont
really want to go down that path.

But in the interim...
There is a bit of a shortfall with the ACD setup they have currently.
The call distribution part is fine, we can do with Hunt group, least idle
and the Hlog key.
But, they also have a queuing function, if everyone is busy.

I dont have the option to install IPCC express co-resident or standalone.

I know there is the B-ACD script with CME.
I'm wondering if some sort of TCL script could be used.

Functionality should be fairly basic.
Call would go to the hunt group in CallManager.. on busy / no answer it
would go to the TCL script.
Perform some sort of queuing treatment.
Then try and transfer back out.

The problem I can see is how will the TCL script know the status of the
phones / hunt group.

Any ideas if this would be possible? or any other creative solutions?

Cheers,

Tim.
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