Hey all, Long time reader, first time poster. At work I'm building out a helpdesk script that we have running through our Contact Center Express box so we can track metrix and do routing that isn't possible w/ CCM. When on-call hours are active, the UCCX script uses the "redirect" step to send callers to the helpdesk technician who is on-call. That part works perfectly. What I'm running into trouble with is if the technician that's on call has their phone turned off, or if they don't answer -- the call goes to that user's personal voicemail - not something we want. I know in the CCM box we can use Remote Destinations, and the box knows when it's hit a personal voicemail, and redirects the call to the work voicemail. Is there any such functionality built into UCCX that would allow me to redirect to another user, or to a voicemail if the user who's on-call doesn't pick up? Thanks!
... View more