Forward call to a hunt group

[Omar Gamil]

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

[Anthony Holloway]

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]

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