UCCX5: Adding an option to forward to VM within the icd.aef script

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Dec 19th, 2008
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We have Cisco Contact Center Express 5 (Standard) and we are using the icd.aef script. We have 5 agents.


I like to add within the icd.aef script the ability for the caller while in the queue to press 1, for example, to be forwarded to voicemail.


Which attribute/variable within the CRS editor tool would I use to accomplish this within the icd.aef script? Where would that go within the script?


If there is another and better way I am open to that too.


Thank you!

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jbayuka Fri, 12/26/2008 - 12:34
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You may get this functionality by adding a “menu” step or Implicit Confirmation" step. In Menu Step properties, have it play the prompt that says "Press 1 go to voicemail, or 2 to continue to hold". On the Filter tab in the Menu step, Add a connection for Holding, and a connection for Voicemail. Click Voicemail and press button 1. Click the Holding Connection, and press button 2 on the keypad display.


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/script_devp/editor_step_ref/crs501sr.pdf


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