cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
1138
Views
0
Helpful
1
Replies

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

CharleinBarni
Level 1
Level 1
  • 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

Jonathan Schulenberg
Hall of Fame
Hall of Fame

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.

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: