how can i redirect a queued call to a voicemail using CCX editor?

[Edward.B]

hi buddies, i wonder how can i redirect a queued call to a voicemail of a valid extension using CCX editor?

i just uploaded my script (does not working as i wanted regarding voicemail)if can anybody help me i will be very happy!!

[Graham Old]

Set the Destination to the voice mail pilot point number and set the called address (reset to) to the mail box.

So if your VM pilot point is 9000 and the voice mail box is 2133 then Destination = "9000" and Called Address = "2133"

Graham

[Edward.B]

first of all i REALLY A REALLY appreciate your reply

but two questions remain:

a) check my attached file is this the VM pilot number?

b) Called Address = "2133"  means that the call will be redirected to the voicemail of the 2133 extension? im right??

[Graham Old]

Yes your VM pilot number is 8000

Called address = "2133" will direct the call straight to the voice mail of the extension, the phone will not ring.

Graham

[Edward.B]

does the 2133 extension need to has any special feature configured? 

[Graham Old]

No special features are required.

As you are sending this out of your queue then you don’t even need a phone. You must of course create a voicemail box on unity with a directory number and just send direct to that number.

Graham

[Edward.B]

i'll try it.

thanks a lot

i'll come back with the results.

[Graham Old]

How are your agents going to listen to these voicemails.

Are you able to queue them back as emails or do you need to create PLAR to enable the agents to call the voicemail box?

Graham

[Edward.B]

im really lost with ur Q.

also i want to know how i can tell the contact center wich script it will use?

i got a folder with many scripts.

[Edward.B]

now i understand your Q, we need to queue the voicemail calls back as emails.

any suggestion?

[Edward.B]

i tried your directions but didnt work.