Redirect calls to PSTN Phone for 7x24 h support

Unanswered Question
Jan 7th, 2009

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.



I have this problem too.
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abcronin Wed, 01/07/2009 - 20:17

Hi Peter

You should be able to do this in your script by adding a time-of-day object to check business hours then do a call redirect if needed.

Is this the sort of thing you are after?



pwenger Wed, 01/07/2009 - 23:51

Hi Andy

this is what I'm already doing. Currently I redirect the calls to Voicemail during off business hours. The thing what I'm looking for is: The agent calls in and then redirects the calls to his handy.




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