11-11-2005 12:20 PM - edited 03-13-2019 11:12 AM
CCM 4.1(3)sr1
Unity 4.0(5)
IPCC Ent 6.0(0)sr3 w/ Queue Manager
My marketing department has put out a requirement that DID calls to our Marketing Specialists should, if unanswered, be routed to a backup Marketing Specialist. If that call goes unanswered, the call should hit a CTI route point and enter the Marketing queue. I am having trouble finding a solid way to achieve this.
Any suggestions?
11-11-2005 01:01 PM
Soultion 1:
You may want to try this
Creat atleast three lines for each agent
Line 1 - DID
Line 2 - backup line
Line 3 - ACD
For Ring No answer on DID set it to go to the second line of the backup up marketing specialist and set the Rign no answer for that line to go to a ROute point which goes to a queue
There is one catch for this,
You need to assign One back up for each representative
Solution 2:
You can put all the DID's in a pick up[ group some one can pick up when it
11-11-2005 06:17 PM
Forgive me if this is dumb idea. I've never actually configured any Cisco IPT stuff but I've been reading a bit about it. Could you do something similar with hunt groups?
I don't know if it's possible, but why couldn't you create a hunt pilot for each DID. Your hunt list would start with the primary extension, followed by a group that contains all the other specialists, and then finally the CTI route point to enter the queue.
Would that meet their requirements? Would it even work?
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