How to have an Agent extension forward to personal extension voicemail

adartt · ‎04-12-2013

Hello All,

Here is the situtation: We are using CUCM 8.6 and UCCX is 8.5(express). We have agents that that have external DID that route to their personal extensions. The problem is that this call time is not recorded in CAD for time spent on the calls. Is there a way to have that DID translation pattern route to the agent extension and if the agent is busy have the customer be able to leave a voice message to the personal extension? I know I can route the DID translation pattern to the agent extension, but then they can't leave a voicemail if the agent is busy or not available or they are calling after hours to the DID. I am very new to this system and have very little knowledge with the scripting aspect of the system so far.

Thanks,

Ashley

Chris Deren · ‎04-12-2013

Technically this is doable, but would not be supported. You would have to assign voicemail profile to the agent DN and set it up to forward busy/no answer to voicemail which is not supported as it could conflict with ACD ring no answer logic. If you still want to proceed all you would need to do is add the agent DN as alternate extension to the user's personal mailbox. Again, I do not advise it.

A better alternative would be to send the DID calls through UCCX and perform "select resource" and select the specific agent as the target and if that target is on a call in the script of the logic simply send it to their voicemail. This would be simple for small number of agents, if there is many agents you would need to build xml file or something for agent lookups against the called DID.

HTH, please rate all useful posts!

Chris

adartt · ‎04-12-2013

Chris,

Thanks I agree you, the second seems like a more sound solution, only problem is I am not that versed in the Cisco scripting yet. Do you have like a starter script for something like the second solution? Thank you very much for your reply.

Ash