Hi, currently we have a contact center which serves a particular hotline. we want to redirect those calls that stay in the queue for more than 5 minutes (exceed the timeout threshold) to a Cisco Unity mailbox. It works perfectly fine when the mailbox is not full and there is available VM port. we are able to leave a voice mail into the mailbox.
However, we also want to handle the exception whereby where the mailbox is full or there isn't available VM port or the Cisco Unity service is down. We want to have the IP IVR/IP QM to play a pre-recorded message instead of hearing the fast busy tone.
I tried the "Label" to route the call from ICM to Unity, with the "Target Requery" enabled. On fail node, connect it to a "Run External script" which contains a VRU script for playing the message. What I heard was engaged tone. The system is not able to play any message. This is the same when I used the IVR script to "redirect" call to the dummy route point which is forward all to the voicemail.
Is there a way to achieve this? The following are the details for the current setup:
1. CCM 4.0(2a) SR2b
2. IP QM 3.5.2
3. IPCC Enterprise 6.0 SR2b
Hope to hear from you soon.
Thanks & Regards,