03-16-2020 02:59 AM
Hello All,
Need help
Call Flow:
SIP Trunk -- CTI Route Point (CFA) --- Unity Call handler --- CUCM (Hunt Pilot)
The calls work fine and the call handler plays the announcement "Thank you for calling, your call will be answered..."
Then the call rings the phones
The requirement is that:
Is this possible to achieve in this setup (without UCCX/UCCE)?
03-16-2020 03:37 AM
I think here customer wants the routing decision & greeting announcement to be played simultaneously. I don't think that's possible because only after selecting any appropriate DTMF routing decision will happen & call will send to HP/DN.
Even if you opt for UCCE, it keeps playing greeting using Vmxl/VVB till the time agent becomes available & then only call is routed to available agent.
03-16-2020 11:55 AM
Try queuing in CUCM
03-17-2020 06:02 AM
I'm with Jaime on this. Try Native Call Queuing in CUCM to fulfill the needs:
You may have to play with the above a bit, but the underlying concept should work.
Maren
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