[cisco-voip] Default UCCX "connected" behavior

[Fuermann, Jason]

I could totally be wrong, and this is just a shot in the dark based on my experiences with UCCX. When a call gets routed to an agent it seems to jump back to the top of the Q loop (I gathered this because I can hear MOH cut out and back for a split second when my call goes to ring a phone). What I'm guessing is happening is since the call is ringing it's not processing your menu step. I'm sure somebody can tell me I'm wrong, or explain further.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Dana Tong
Sent: Tuesday, November 09, 2010 8:18 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Default UCCX "connected" behaviour

Hi guys,

I have the following scenario in my basic contact centre:

Agents logged in but "not ready".
Calls queue fine and receive in-queue prompts to hold or press 1 to leave a voicemail.

Agents logged in and ready but not answering the phone.
Calls queue and just hear MOH continuously.

I've set the service parameter to leave the agents in a ready state. (It's just a small IT helpdesk and they only have Phone Agent)

My question is: Is there any way to get the calls that call in when the agent is ready but not answering the phone, to offer the prompt to press 1 to leave a voicemail?
Or is it standard behaviour for the call to just receive MOH until someone answers the phone?

Thanks
Dana


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