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CharleinBarni
Beginner

Not Hunt Group, Actual Call to Queue Broadcast Agent Phones?

  • Call comes in.
  • Caller hears prompt asking if they are calling for Content Team Manager or Tech Support Manager
  • Caller pushes option for either Content Management or Tech Support Management
  • All manager phones ring at the same time and phones display the option the caller selected (either Content Mgmt or Tech Support Mgmt)
  • The phones ring a max of 6 times
  • If the call is not answered, call is delivered to a prompt thanking the person for their call, stating no one is available, to please contact a manager at their direct line for assistance.
  • Release call. 

Ideas? Would we use the 'Resource Pool Selection Model:  Resource Group" under CRS/RmCm/Contact Service Queue?

Thoughts?

1 REPLY 1

CCX is not capable of offering a caller to multiple resources at the same time. You will need to have the CCX script perform a Call Consult Transfer to a hunt group. If it RNA after the specified timeout, you can then play that second prompt and Terminate the call.

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