Automatic routing with ICM V6 and Avaya after agent hangs up the call

davidm · ‎03-27-2008

Is it possible to configure an automatic call routing to Avaya VDN number after agent hang up the call?

The flow should be:

1. inbound call to Avaya VDN number 1000 vector 1

2. vector 1 adjunct routing to ICM PG

3. ICM script route the call to Skill number

4. Agent answer

5. Agent hang up

6. automatic call will be made from ICM to Avaya

Please advise

Thanks on advance

David

Riccardo Bua · ‎03-27-2008

Hi David,

once the agent has disconnected the call the call is closed from an ICM prospective.

You could set a blind transfer or a consult transfer to the VDN before you close the call, but the issue is that those calls will be wrongly reported on the ICM side as disconnected or abandoned.

Regards,

Riccardo