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pradeepbojan
Beginner

Flexibility to Call forward to multiple PSTN number in ICM Scripting

Requirement Description:

5 members belong to a Hunt Group where they receive calls during business hours. However, post business hours, each member of the HG need to have the flexibility to Call forward to their Mobile numbers. Basically, one of the members have to provide on-call support during the night and their shift timings are not fixed, so they need this flexibility to Enable/Disable Call forwarding through a PSTN phone.

 

HG members are using Jabber over VPN to login to HG during business hours.

 

Can we achieve this through ICM scripting ?

 

Regards,

Pradeep

 

1 ACCEPTED SOLUTION

Accepted Solutions
garthman1
Beginner

Is the hunt group a target in the UCCE call center?  Hunt group is a call manager thing - limited in many ways - especially reporting.  We have been migrating our hunt groups to simple UCCE applications using Cisco Mobile agent - which allows the user to put in any phone number they want at login.   Agent can login and go ready before bedtime and try to get some sleep until the  call comes in. You get reporting, better customer experience, and flexibility.  If old fashioned HG still a requirement, then would look at CCMUSER as a way the agent can forward to the cell, its just they need to login rather than call to forward.  Just a thought.

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3 REPLIES 3

Hi 

if you have UCCE, then it can achieve using the ICM script. I don't have ICM script now to show you the exact node name screenshot. but it will be like below

 

  • Create an admin script to set a persistent value to a global variable based on the caller input. (you can validate the caller based on the  ANI or CED).  
    • for example, for on-call user 1 --> variable-oncall= mobile 1, for user 2 --> variable-oncall=mobile 2 etc. 
    • when the caller chooses user2 as on-call then set the variable-oncall=Mobile 2 
  • in the routing script, transfer the call to label = variable-oncall during out of office hours. 

Regards,

 

garthman1
Beginner

Is the hunt group a target in the UCCE call center?  Hunt group is a call manager thing - limited in many ways - especially reporting.  We have been migrating our hunt groups to simple UCCE applications using Cisco Mobile agent - which allows the user to put in any phone number they want at login.   Agent can login and go ready before bedtime and try to get some sleep until the  call comes in. You get reporting, better customer experience, and flexibility.  If old fashioned HG still a requirement, then would look at CCMUSER as a way the agent can forward to the cell, its just they need to login rather than call to forward.  Just a thought.

View solution in original post

jim-j
Beginner

If you want to solve this with a hunt group instead of changing to a call center you could use single number reach (SNR).  Simply have whichever agent is on call for the night turn their SNR on before they log off. Then when the hunt group rings their phone it will also ring their cell (or whatever number they've programmed for SNR).  Note I've only configured this with physical phones.  I'm not sure if SNR would ring their cell if their only Cisco phone device is Jabber and Jabber isn't registered to CUCM.

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