UCCX - How to forward the calls when the CTI Ports are full

[thierry.berwart_2]

Hi,

my question is simple but I didn't find a recent solution on the forum.

We have an Application with "Maximum Number of Sessions" set to 20 sessions.

The customer wants to forward the calls to an external callcenter when the UCCX Application is full.

The clean solution is to increase the number of CTI Ports (for example 30) and in the script, check the current number of calls in the queue and decide to forward the calls to the external CC when needed. So we can still check the opening hours and play the welcome and ivr messages.

But it requires more licences.

I tried something else ... to manage it at the Trigger level :

on the CM Telephony Trigger Configuration, I configured :

- maximum number of sessions to 1

- a correct CSS

- Forward Busy to an internal extension (and after on a external number)

But it don't work ... I received an error message telling this number is not allowed

What do you think ?

Should the second solution work ?

Some other informations :

Cisco Media Termination Dialog Group Configuration

Group ID :  0

Description :  Default

Number Of Licensed IVR Ports :  48

Maximum Number Of Channels :  66

License Info :

Package: Cisco Unified CCX Premium

Total IVR Port(s): 48

Cisco Unified CCX Premium Seat(s): 24

Thanks you in advance,
Thierry

[Anurag Siddhu]

Hi

If i understand the questions correctly,

you want to transfer a call when you don't have any CTI Port available to handle the calls,

i guess if thats what you want , then you can't do that at Trigger level,

Regards

Anurag

[thierry.berwart_2]

Yes that's correct !

But can I do that at the Trigger (=Route Point) Level ?

Or the call goes through the CTI Port directly ?

Thanks you,

Thierry

[Anurag Siddhu]

Hi

No , you can't do that at RP level, altough call comes on RP , but then RP does CTIRedirected to CTI port and call proceeds from there on.

so its not kind of a usual transfer which you can manipulate.

I hope it clarifies, let me know i can explain in simpler words if you need me to.

Best Regards

Anurag

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[Neal haas]

we have called for a TAC case and got no where.

[Anurag Siddhu]

I used to work in TAC as well some time back , so trust me ,  

[Jonathan Schulenberg]

I tried something else ... to manage it at the Trigger level :
on the CM Telephony Trigger Configuration, I configured :
- maximum number of sessions to 1
- a correct CSS
- Forward Busy to an internal extension (and after on a external number)
But it don't work ... I received an error message telling this number is not allowed

Backing up a moment, what error did you get? Screenshot please.

[thierry.berwart_2]

Hi Jonathan,

As everybody says that the CTI Route Point cannot transfer the call and that is the job of the CTI ports, I didn't search in the logs what was the error ...

Do you think it's useful ?

I am wondering why there is a field "forward busy" in the trigger configuration if it's not useable ?!

Anyway, thanks everybody for your help

Thierry

[thierry.berwart_2]

Hi Guys,

I have another question related to my problem :

When a CTI port is used to forward the call to an external Callcenter, when is released this port ?

->  When the External CC answers the call  or when the call is terminated by the caller or by the external CC

?

Thanks you!

Thierry