Programatically Determining Hunt/Line Groups Call Algorithms
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09-21-2020 01:27 PM
Hi,
I am developing a call center application,
In this application, users are included in certain hunt groups,
When I receive a call from the customer, I have to direct this call to the correct hunt group.,
After directing Hunt to the group, I need to direct this call to the right person. How can I do this?
Hunt group only offers me 4 types of call distribution algorithms,
Call Algorithms -> Top Down, Circular, Longest Idle Time, Broadcast
Can I programmatically route this call to the right person in the Hunt group?
Can I programmatically manage this call distribution algorithm with jabber sdk or .. ?
Thank you,
Best Regards,
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AXL
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User Data Services

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09-21-2020 03:01 PM
Monitoring/controlling the Hunt Pilot is not possible - the built-in configurable functionality is what it is.
It you want a customizable queuing solution, you will want to investigate using CUCM TAPI or JTAPI. See 'CTI Route Points' (equivalent to app-controlled Hunt Pilots) for handling incoming calls, 'CTI Ports' for queuing treament (audio playback/record), and monitoring agent phones for call progress events to determine free/busy.
