A customer of mine is running IPCCX 5.x with several queues. He is running CUCM BE 6.x as PBX. For 7x24h support to his customers he likes, that it is possible to reroute all calls (which are normally terminated on a queue in IPCCX during the business hours) to the handy of an agent. It should be possible for the agent, that he calls a specified number and reroute the calls himself.
Does somone has an idea how to achieve this?
I first thought about RemoteDestinations in CUCM or forwarding the originating Queue during off business hours to an separated IVR Queue where the agent can select himself the correct number the calls should be forwarded to.
I'm looking for the easiest way, so I'm greatful for each assistance.