[cisco-voip] UCCX unanswered calls to Voicemail

[Ahmed Maher]

Thanks Chris for reply,

I will give it try on weekend, but there may be 3 Agents READY and 2 have
active calls, I think I should get the number of READY Agents from the
reporting statistics and put the value on the ConnectCounter, am I right? 

 

From: Chris Martin [mailto:clm.ccie at gmail.com] 
Sent: Wednesday, April 04, 2012 3:41 PM
To: Ahmed Maher
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX unanswered calls to Voicemail

 

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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