05-22-2018 05:40 AM - edited 03-14-2019 06:12 PM
I'm using in my company CUCM 10.5 and UCCX 10.6, the case is that I need to create one IVR with basic queuing and if the caller last long in the queue, they are sent to autoresponder.
I have a contact center with three operators, they are in a Hunt Pilot, Line Group with Distribution Algorithm Longest Idle Time (and noticed that only in this way works the scritp queuing when operators are busy)
When the caller is in a waiting state this listener that the operators are busy, when one of them is this available, the call is not going to the available operator, but if this caller make the call again all is ok, always and when not this busy.
Anyone have any idea because after the unhold the call no going to available operator?
Solved! Go to Solution.
06-08-2018 06:40 AM
Check out the example script here. This should help you get going. https://supportforums.cisco.com/t5/contact-center/sample-script-for-a-uccx-8-5-deployment-for-a-help-desk-scenario/td-p/1912858
david
05-22-2018 07:10 AM
You don't really have a queue though, you have a hunt group and you're re-directing the call out of UCCX. What you need to do is move your operators to become agents, then use a CSQ to actually queue a call. This is going to be a change in your operation, but I believe it will give you more flexibility in the long run.
david
05-22-2018 09:09 AM
06-03-2018 12:06 PM
Just saw your PM on this, did you figure it out?
06-06-2018 05:51 AM
Hi dear!
I don't know how to do this with the CSQ...(((
Right now I have a quick solution , which is a normal IVR script with a Called-direct to hunt-pilot, in the Hunt-pilot>Queue Calls>Network Hold MOH & Annuncements I have one media file witch 4 minutes and if the operator is still occupied , then this will be sent to the autoresponder...
But I would like to understand how your would solve that case, I would like to do it more professionally))
Thanks
06-08-2018 06:40 AM
Check out the example script here. This should help you get going. https://supportforums.cisco.com/t5/contact-center/sample-script-for-a-uccx-8-5-deployment-for-a-help-desk-scenario/td-p/1912858
david
08-07-2018 12:33 AM
thank you for all....
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