[cisco-voip] UCCX unanswered calls to Voicemail

[Chris Martin]

Just so I understand, you have 5 agents.  All in ready state and a call
comes in.  Each agent is ready but does not answer, then you want the
caller to be presented voicemail. Since you do not want agents placed into
a NOT READY state if they miss a call, the caller can loop through these
until someone comes back.

What I would do is change your Select Resource step as this:

Select Resource: (Set Connect to NO)
--Selected
-----Increment ConnectedCounter
-----Connect
--Queued
----- If ConnectCounter = 5
----------true = voicemail transfer
----------false = normal queue proceedures

I am sure there is some tweeking you could do, but I think that should
work...  Basically places a counter that tracks how many times the caller
went through the connect to agent step, once getting to 5 and entering
queue it will go directly to voicemail.

HTH,
Chris

On Tue, Apr 3, 2012 at 3:28 PM, Ahmed Maher <ahmed.maher at connectps.com>wrote:

> Hi Everyone,****
>
> ** **
>
> I have a question regarding UCCX, I have about 5 agents and I want to send
> the call to Voicemail in case all READY Agents unanswered the call,
> ofcourse I still need the Queuing in case the agents are busy or Not Ready
> or logout,…****
>
> ** **
>
> I know the callcenter agents should reply but sometime they are busy doing
> other things or forgot to do NOT Ready when he leave for a moment and I
> don’t want to Put the agent in Not Ready state if he didn’t answer the call
> (coz he will forgot to make it ready again J ).****
>
> ** **
>
> Any advice****
>
> ** **
>
> Ahmed Maher****
>
> Best Regards****
>
> ** **
>
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