Forward to specific number when no agent available?

[Systema Support]

Hello guys,

is it possible in CCX to forward the call to a specific DN when no agent is online?

I know it from ANDTEK that there is a field where i can type in to which destination the call should go when no agent in on.

In CCX i guess it will be a script right?

Best Regards

Daniel

[Andrew Skelly]

Correct.  You want to first determine if there are any agents logged in using a GET REPORTING STATISTIC step.  Then you want to use the resulting value (variable) in an IF statement (something like IF (loggedInAgents < 1) THEN ) so that if the statement is True, then use a Call Redirect step to send the call to another number.

[Chavdar_Baramov]

You can use also in the "Que to skill group" step the "Consider if" with this formula:

Object type - Skill group

Object - the specific skill group

Variables - Logged on

then add ">0"

Then from the fail branch of the  "Que to skill group" go to "Label" with the DN you want to use.