Call Queuing with basic menus

[carl_townshend]

Hi All

We have CUCM version 11.5 and Unity

Can we do any basic call queuing with this whereby they can voice prompt and press a numeric digit to be put through to certain numbers etc?

Can this be done in CUCM or Unity with the call handlers?

cheers

[Commsouth Infocom]

Hi,

It should be possible with Cisco Unity with required licensing.

you can also check for 3rd party applications which are readily available and we do also offer such solutions.

If you wish, you can contact me at prasana@commsouth.com.

Regards,

Prasana

(Please rate if useful)

[Chris Deren]

For basic IVR and queuing Unity connection call handler would provide you with IVR menu and based on options entered you can send the call back to CUCM and point to Hunt Pilot enabled with native queuing.  If you need more robust ACD you can have a  look at Cisco CCX.

Example of native call queueing config:

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200453-Configure-CUCM-Native-Call-Queuing-Featu.html

[Jaime Valencia]

https://youtu.be/mAOpv3vlKpw