07-28-2021 07:12 PM
Hello, I was asked to provide a solution for following scenario---
There are 2 DIDs -1111 and 2222. Create a hunt group for calls to 1111 and if all agents are busy, queue the calls and play a message after 1min saying someone will be with you shortly ( I can do that) ....However, if a special group of people call 2222, these calls should take priority over calls to 1111 and these calls should be handled right away. How do I present these 2222 calls to agents if they are already dealing with calls to 1111? Is there anyways I can achieve by hunt group? I can also use Unity for this setup but NO uccx. I can give agents 2nd line for priority calls only but then that would have nothing do with hunt group.
CUCM 11.5
Unity 11.5
07-28-2021 11:14 PM
With the systems you have available this is not possible to achieve. You would need to have a contact centre solution in place for this, like UCCX.
07-29-2021 08:20 PM
thank you
07-28-2021 11:48 PM
With CUCM Hunt group or CUC AA we cant achieve this.
07-29-2021 08:20 PM
Thank you
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