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Using Unity Connection to play greeting then transfer to UCCX

James Gladwell
Beginner
Beginner

I have a contact service queue set up for our Help Desk.  My director wants to put in a way to quickly update system outage status.  Currently, we use x74357 as our line, which translates to the UCCX trigger.  I want to change that so it forwards automatically to voicemail.  I was thinking that in Unity Connection, if we setup a standard greeting on the Help Desk mailbox of "There are no current system outages" and allow the alternate greeting to be changed as different systems are affected by outages.  At the end of this greeting, can we automatically send it to the UCCX trigger where it gives them our standard options "Press 1 for password reset, 2 for next available agent, etc..."

1 Reply 1

Rob Huffman
Hall of Fame Community Legend Hall of Fame Community Legend
Hall of Fame Community Legend

Hi James,

That should be most possible

If you pulled the x74357 number trigger then you would have

to replace it with a new "hidden" trigger number.  I would use

2 new Call handlers to accomplish this. Use the first one for

x74357 where the greetings reside & can be easily changed

and then use the After greeting Action to transfer to the second

Call handler. On this one you can set it with no greeting recorded

and use the tansfer setting to route to the new trigger#.

You can use a CTI-RP in CUCM to route x74357 to route the

initial call to Unity connection to pick up the Call Handler on the

same number.

Cheers!

Rob

"May your heart always be joyful
And may your song always be sung
May you stay forever young " 

- Dylan

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