cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
515
Views
0
Helpful
2
Replies

Forward call to a hunt group

Omar Gamil
Level 1
Level 1

we tried to implement this scenario :

1. Call distributed to CCX agents, if all agents are busy --> transfer call to hunt pilot
2. Call distributed to agents, if all agents are not picking the call --> transfer call to hunt pilot
3. Call distributed to agents if all agents are Not ready --> transfer call to hunt pilot

We made the first & third scenarios successfully, but we couldn't achieve the second one as it trying to reach the agents back and forth. 

 

I believe this can be resolved by making the agent not-ready after no answer but it can be applied on the whole cluster. I want to make it for only one application

 

Untitled.png

2 Replies 2

Anthony Holloway
Cisco Employee
Cisco Employee

Unfortunately, with the way the Failed branch of the Connect step works, you wont be able to do what you want to do with this.

 

See this video snippet for proof that the steps in the failed branch do not execute in some scenarios:

https://www.youtube.com/watch?v=kwEVBkka_Mo

ucengineer
Level 1
Level 1

Hi,

 

Try to use consult transfer instead of call redirect switch. Give some specific timeout there. If agent is not answering the call within a specific period of time, then it will transfer to the hunt group. 

 

Regards

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: