Programatically Determining Hunt/Line Groups Call Algorithms

yemrekeskin — Mon, 21 Sep 2020 20:27:26 GMT

Hi,

I am developing a call center application,
In this application, users are included in certain hunt groups,

When I receive a call from the customer, I have to direct this call to the correct hunt group.,

After directing Hunt to the group, I need to direct this call to the right person. How can I do this?

Hunt group only offers me 4 types of call distribution algorithms,
Call Algorithms -> Top Down, Circular, Longest Idle Time, Broadcast

Can I programmatically route this call to the right person in the Hunt group?

Can I programmatically manage this call distribution algorithm with jabber sdk or .. ?

Thank you,

Best Regards,

Re: Programatically Determining Hunt/Line Groups Call Algorithms

dstaudt — Mon, 21 Sep 2020 22:01:36 GMT

Monitoring/controlling the Hunt Pilot is not possible - the built-in configurable functionality is what it is.

It you want a customizable queuing solution, you will want to investigate using CUCM TAPI or JTAPI. See 'CTI Route Points' (equivalent to app-controlled Hunt Pilots) for handling incoming calls, 'CTI Ports' for queuing treament (audio playback/record), and monitoring agent phones for call progress events to determine free/busy.

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Programatically Determining Hunt/Line Groups Call Algorithms

Re: Programatically Determining Hunt/Line Groups Call Algorithms