PSTN numbers assignments

[abidhussainqureshi]

Good Day,

Actually in my setup we have 100 numbers from my PSTN (Telecom Operator)and before while dialing these numbers , all calls are forwarded  to our UCCX and then transfering to Agents.now we would like to assign 3 numbers out of 100 to Call center and other  all should be given to specific lines to specific ip phones one by one.

Can anyone help me this configuration will be done Exactly where and how.

other thing in case if all agents not answer the how it can be forwarded to a specific number for complain.

in my setup i have Call manager 10.5 and UCCX 10.5 and Voice Gateway 2911.

Appreciate if someone can provide me with the Answer.

Warm Regards,

Abed

[Deepak Rawat · Accepted solution]

Hi Abed,

This is something very easy to achieve. The 3 numbers that you want o be assigned for UCCX call routing, you will need to do below:

1) Create 3 CTI Route Points also known as Triggers on UCCX using the DID that your PSTN provider gave you. For example, the range that you got is from 408 895 0000 - 408 895 0099. Simply create 3 different CTI Route points on UCCX for the numbers 408 895 0000, 408 895 0001, 408 895 0002. This range is just for illustration purpose, use your own range

2) Assign these 3 CTI Route Points that you created in step 1 to a Call Control Group.CAll Control Group is also known as collection of CTI ports and should be created on UCCX only.

3) Assign the CTI Route point with an application and associate your script to the application and you are ready to go.

For the query related to agents do not answering the call simply set up a Call Redirect step in the queued branch of Select Resource step and send the call to any desired number. Some similar discussions around this had been in the below post:

https://supportforums.cisco.com/discussion/12031281/redirecting-call-another-csq-after-x-seconds

https://supportforums.cisco.com/discussion/11437226/uccx-redirect-call-when-connect-agent-fail

I am also attaching the UCCX admin guide that will help you in creating the route point, Call Control Group and all the other required things.

Regards

Deepak

[Ammar Saood · Accepted solution]

Anyone looking for the solution, I had the same issue and as deepak shared the steps, issue was fixed after following above steps.