We have inherited a project on CVP 3.1 (only a VGW and a CCM, no ICM!!) to do the following task:
- only one agent
- when a call arrives, it must be transfered to the agent
- if the agent is busy, message + moh
We have read on documentation that queuing is not possible without ICM.
Also technicians and instructors from all Europe (met in ATP courses) say is quite hard to do without ICM.
Someone say "use TCL!"....We are very confused also after "CVP implementation" course.
Can you give any hint? Thanks in advance.
I would consider using Extended Services(aka AutoAttendant) for this, it is a free CCO downloadable application that would do a basic routing on a CCM extension and you could deflect the incoming number to a Unity voice mail by example if the application is not in service due to the time or it is busy.