Webex Contact Center - Call flow

[c.georgiou1]

Hi,

Where the circle is in this call flow, I need to add another number, so when the customer calls, it goes to a new numbers first, and if they don't answer, the call then goes to the queues. Is this possible?

Kind Regards

Costas

[Konstantin Vaksin exCisco]

Hello Costas. I believe you need to describe your usecase a bit more in details.

[c.georgiou1]

Hello,  The call comes in, you hear the welcome message, then after the Business hours, if the CC is open, it will forward to a number i.e. 123456789, if that number does not answer, the call then goes to the existing queue.

[bill.king1]

So you want to send the call to a phone number like 12125551234 and if that number doesn't answer, have it go to a queue in house? Not sure how you'd be doing where the system is going to take the call back.

[c.georgiou1]

Hi,  what you mentioned above is the requirement. 

[bill.king1]

The only thing that comes to mind for me is to do something like a capacity based team for that number, but even that won't guarantee that the call is answered, just that you're not sending too many calls to it. Have you tried that at all?

[c.georgiou1]

I have not, but i will look into that thank you.

[bill.king1]

Please let us know how you make out, in case it can help the next person.

[c.georgiou1]

Will do.

[d.prasad]

Hi @c.georgiou1 

CISCO has introduced the Bridged Transfer activity in the call flow. 

"Bridged transfer is a new flow activity that allows a flow architect to add a managed transfer to a third-party destination within Flow Builder. The typical use case for this activity would be to extend a call out to a third-party IVR service."

I tested this function with both external and internal numbers without routing IVR. The only issue is that if the call isn’t answered within the configured time, it gets disconnected. The call does not route back to Webex CC.