Cisco CUCM, UCCX - Call transfer back to agents when No Answer

[J_Vansen_S]

Below is our current simple UC setup. Call center with 3 agents who pickups call on queue via using Cisco Finesse & physical ip phone.

UCCX 12.5

CUCM 12.5

We have a scenario as below

• Caller calls call center hotline/pilot line --> Agent A answers call --> Agent A transfers call to a User extension --> transferred call is not answered for 30sec --> call is transferred back to call center agent.

What is the cisco recommended feature or how do we go about achieving the above.

I understand that we can use create a hunt group for the agents on CUCM to Call Forward No Answer to the hunt pilot, but is that the recommended way to do it.

Regards: Jocelyn 

[Elliot Dierksen]

Are the agents transferring to 'any' extension, or primarily certain extensions? I assume you don't want the agents to wait for a warm transfer. Is that correct? Do the extensions to which the agents are transferring have voice mail or some other CFNA (call forward no answer) treatment configured?

[Jonathan Schulenberg]

UCCX itself is not capable of doing this. Once the agent transfers a call, either cold or completing the consult transfer, there is no further recall opportunity. Only the transfer target DN’s call forward settings can act upon the call at that point. Furthermore, CCX does not allow, per the Release Notes, call forwarding to an agent’s IPCC DN. Even if it did, call waiting is also not allowed on an IPCC DN so they risk getting reorder if the agent took another call.
Some attendant console products have this capability however. It has been years but IIRC the CUAC Advanced - that uses a Windows server to host the call on CTI Ports - can do it. Confirm that before buying though.