Solved: ICM call redirect

rhornsby69 · ‎10-15-2008

Is it possible to build a script that will check a label and if it doesn't answer in 3 rings then take the call and redirected it to another route?

david.macias · ‎10-15-2008

No, what you could potentially do is queue the call to a skill group with one agent and if the call goes RONA, then do some sort of other routing. A label usually means an destination which is not part of the call center and is not being monitored by ICM.

david

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david.macias · ‎10-15-2008

No, what you could potentially do is queue the call to a skill group with one agent and if the call goes RONA, then do some sort of other routing. A label usually means an destination which is not part of the call center and is not being monitored by ICM.

david

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rhornsby69 · ‎10-15-2008

That's what I thought. We don't have enough skills to provide what is being asked for. They want to be able to try to send the call to a Rep and if that Rep isn't available, then send it to a queue.

david.macias · ‎10-15-2008

Not knowing more than what you've posted, using a queue to agent (ICM) node should solve your issue.

david

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