Is it possibble to forward a directory number to a UCCX call queue in UCM 8.6?
We have a number being used as a receptionist number, and when that person is on break or another call and can't answer an incoming call, the business unit wants to forward the call to a UCCX call queue where multiple agents can respond.
Any direction would be most helpful?
You can forward calls to a UCCX trigger as long as the cfa css can reach the number. You might also want to explore the option of a call handler (if you have unity/unity connection) to give your callers the option to go into the queue or leave a message.
The CSS is s et to an internal CSS, we try another CSS but it didn't work?
So, if the calls are coming from and external number, do we need to set the CSS to one that can accept external calls?
Is this what we're saying here?
We have an International and Long Distance CSS in the system, should we try one of those?
Nope... you should be forwarding to an internal number, but depending on what partition the DID for the trigger is on, you have to make sure that the call forward CSS has that partition associated to it.
You need to ensure that the forwarding CSS not only has access to the partition of the CTI RP, but also partition of the CTI ports used for the integration.