Calls rolling to available agents

[Mark Verwey]

I have a request my customer just asked for and I'm not sure how or if this is even doable.  They want a call that is ringing to an available agent if not answered by the 3 agent to ring out to a cell phone number. Anyone have any ideas on how I can accomplish this?

As always, thanks in advance for your advice and knowledge.

Mark

[geoff]

This forum has a mix of UCCX and UCCE questions. It's hard to know what the question is about if it's not stated which technology you are using.

I am guessing

>>>if not answered by the 3 agent to ring out

you mean "not answered after three rings"?

In UCCE the RouterRequery will allow you to do this - just come out the X port, check RequeryStatus=3 and return the label of the cell phone and as long as that is sent to UCM through the Dialed Number Map in CVP or CUSP you can let UCM place the call.

Regards,
Geoff

[Mark Verwey]

My apologies, I forgot to mention this is UCCX 10.6.1

[seanvaid]

Yes, done very easily. 

In the script, you have the call queued to the csq. You can time how long you want it to wait before going to the cell phone.

Upload your script here if you don't have too much knowledge with it. 

[Mark Verwey]

Thanks for the reply.  Below is the script, its very basic as this site is manned 24x7. 

They would like it so an agent has a chance to answer the call, that's why I initially said 3 agents, which would be about 9 rings, then send call to a cell phone.

Not sure if this matters but its UCCX 10.6.1

[seanvaid · Accepted solution]

That's not quite how it works. It doesn't just call all the agents in the traditional sense. 

The agents have to be ready and available for the call to be answered. Otherwise, it sits in the queue on the select resource step until you you tell it to do something else, like direct transfer somewhere else. 

So in the script, do you see the select resource -> queued step?

See all the things that happen? Like hold/unhold/hold music etc.. And then it loops over and over again until an agent becomes ready/available at which point it will attempt call connection. 

So I would determine, instead of amount of rings, an amount of time you want in the queued step. So if right now, each loop is 60 seconds, and you want the call to transfer after 180 seconds or 3 loops, you could add a couple steps that increment the loops and do a direct transfer after the third. 

Example attached. You need to modify for timing and the transfer cell number. 

[Mark Verwey]

This should work, I wasn't sure how the system counted the call if it was ringing to an agent listed as available but actually wasn't.  The agent state once they don't answer the call changes to not ready, and the system looks for the next agent in line to take a call. 

With what you suggest if the caller is queued then after x number of times through the queue loop with no one answering the call, it is sent to the cell phone.

[seanvaid]

Look at this attached sample script as well.

It's an overflow to a second CSQ rather than a cell phone number, but a similar concept applies. 

Might want to do a greater than (>) instead of equal to (==) like I have done.