UCCX - What happens when no agents are logged in or "Ready"

[Lalo Nunez]

Hello All,

We currently run Cisco Contact Center Express, version 10x. Our organization has several call centers that are open 24/7. What does your organization do when no agents are logged in or Ready? We have some call centers that are patient facing and need to be answered in the event of the above situation.

Some of our non-critical call centers redirect to a voicemail in this situation. I also see where some organizations forward to a third party service.

Just looking for ideas and to see what others are doing. Thanks in advance!

[Carlo Poggiarelli]

Hi Lalo,

my customers use different approaches.

Some of them redirect overflow calls to other skill groups. Others use external service. Some other uses a callback approach or send the call to the front desk.

 All is up to the customer and what they expect from their services.

HTH

Regards

Carlo

[Alexey Minaev]

You need manage employees so that at least one agent must be logged in and ready to receive calls. Otherwise you will miss calls.