What is the implication of using a call redirect step to transfer the call to voicemail when all the agents are busy in
As per Page 2-53 of CRS Editor Step Reference Guide, Release 6.0(1) , it mentions
"The Call Redirect step creates a new call which can result in double counting of an inbound call on real-time reports. Use the Select Resource Step if you do not want this to occur".
Can somebody explain the above, since it mentions "can occur" since Call Redirect step should be one of the most common
steps.Does this affect Historical reports also, how does it work?
What if the function "select resource" is used to route to a queue instead, which is assigned an phone which has voice mail
as a skill.This phone has call forward all to a voice mailbox number.
In this case, if I use "select recource" as a skill will I get an output in the IPCCX report, since call is not going to
connect to the phone but will get to the voicemail. In that case for the voicemail CSQ, will I see any calls in the reports
since the call actually goes to unity due to forward all?
The idea is to keep track of the voicemails count.
Which function is to be used? Can somebody advise?