Hello everyone,
I am looking to implement an IVR that routes people to different groups, for my purposes having these groups as hunt lists in CUCM and using the logic available to them would be perfect but I'm thinking of keeping the call in UCCX and setting the groups up as queues simply since the reporting would be simpler.
I understand that the philosophy behind a contact center is different than that behind hunt groups but I was expecting UCCX to have enough control for me to replicate the behavior, however I'm unable to get it working.
I would like to mention that unlike a dedicated contact center group, the people in my groups could be logged in, even ready, but due to answering the incoming call not being their primary responsibility they might ignore it on their line and let a college answer.
The problem is that they might then go on ready again, thinking to maybe answer the next one, but the way UCCX works is that if a call is handed over to a CSQ, it will keep rining that CSQ as long as there are members there.
What I would be looking for is a way to interrupt this, as in, for example "stop hunting" after trying n agents or after t time has elapsed (even if there would be other agents available) and give me the option to then redirect the call somewhere else.
Is there any way of taking the call back from a CSQ even if that CSQ still has available agents?
Alternatively, I was looking for a way to manually advance trough the agents in a CSQ, by trying to get the info of the first available agent and then selecting it as a resource, trying that single agent, if he did not answer to try to get the info for the now first available agent (assuming the one tried before is now in not ready) and repeat, this would allow me to repeat for n agents and then do something else, but I wasn't able to find any way to get the info of the agent in the queue.
Regards,
Hunor
