below is the exact flow of uccx call flow. i need help in completing 4th and 5th point
1. The option (keypress 3) should be always available while the user is waiting for agent (during ACD music) 2. You will be given a voice recording, this one should play back every 2 minutes 3. Once the user presses the option fro voicemail. it should be prompted to leave voicemail after the tone. You will be provided with this recording 4. Once the voice mail has been left, all the cisco phones which are part of the service desk group should have the MWI enabled (red LED on the phone) 5. Agents should have the means to retrieve voice-mails using a phone, after messages have been retrieved, MWI should be disabled.
4. Create a shared line appearance on all agent phones with extension of the group voicemail box, make sure the DN is set to forward all to voicemail. If the extension already exists as CTI RP or TP delete it first.
5. Agents will be able to select the shared line DN and press voicemail button to access that group mailbox. Obviously every agent will need to know the PIN number for this group mailbox.
In addition to the great ideas from my buddy Chris (+5), you might also want to look into Dispatch messages in Unity Connection;
Dispatch Messages in Unity Connection
You can use the dispatch message feature to send a message to a distribution list (from either a call handler or interview handler). The message is configured such that only one user in the group needs to act on the message. When listening to a dispatch message, users are given the option to accept, postpone, or decline the message.
Dispatch messages are handled as follows:
If a user chooses to accept the message, all other copies of the message are removed from the mailboxes of the other members of the distribution list, regardless of whether the other users have listened to and postponed the message.
If a user chooses to postpone the message, it remains as an unread message in the mailbox of that user and in the mailboxes of the other members of the distribution list.
If the user chooses to decline the message, it is removed from the mailbox of that user, but copies of the message remain as unread in the mailboxes of the other members of the distribution list.
If there is only one copy of the dispatch message remaining, and no user has yet chosen to accept the message, the final user whose mailbox it is in must accept it. That user is not given the option to decline the message.
Dispatch messaging is useful in situations where a team is available to respond to issues, but only one member of the team needs to respond. For example, an IT department may want to set up a call handler to take messages from employees who need assistance, and then send the messages as dispatch messages to a distribution list comprised of IT department staff. All of the members of the distribution list receive a copy of each message. Team members can then decide whether to accept or decline a message; declined messages are then picked up by other team members.