Hello Experts,
I need your help with one UCCX requirement.
I am trying to implement a call flow which will check for number of calls in the queue before accepting a call. It should send the call back to PSTN with a busy signal if the threshold for calls in queue is reached.
I tried two options.
Option1 : using "reject" step in UCCX script
This option rejects the call, but sends a call rejected (21) cause code to the PSTN. But the PSTN expects User Busy (17) cause code.
Option 2: using "UCCX Busy Application"
When calls in queue reaches a threshold, the main application's script transfers the call using Call Redirect step to UCCX Busy application.
The UCCX Busy applications's trigger is set to allow a maximum of 2 sessions.
In this case, the BUSY application returns a Normal Call Clearing (16) cause code.
Is there any way to force the Busy application to send User Busy as the cause code ?
Note: I configured UCCX busy application as mentioned in this link : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0_chapter_0101.html#UCCX_TK_C6F3C624_00
Thanks,
Anand
