cisco Finesse issue

[esaa786]

Hi Team

I have one uccx agent configured for French language. i have only one agent logged in. if the agent is not ready or on break, the call should go to the voice mail. what is the configuration needed in the Finesse phone number.

now it is not going to voice mail if the user is not ready state or break etc...

The user has one primary DID number and another local number for uccx agent. The primary number is configured for voice mail but the uccx agent number is not configured with voice mail profile.

The above is the configuration. what i have to do to solve the issue mention in the above first paragrpah.

Regards

Esa

[david.macias]

You need to pull the call back into UCCX script and then send it to a VM box via the place call step.

david

[Elliot Dierksen]

The script can tell if there are users logged in, but cannot tell if they are not ready. If you have a queue that only has a single agent, have that agent log out when they leave for an extended period of time. The script can see that no agents are logged in and decide to send that call directly to voicemail. Otherwise you would have to base the decision to send the call to voicemail on time in queue or something else.