IPCC Express 5.0

Unanswered Question
Apr 9th, 2009
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With IPCC can you have people call a number directly and it that person is on the phone or not avaiable be thrown into a Queue? If so how is this set up?

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Dennis Mink Thu, 04/09/2009 - 16:33
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Yes this can be done:

-set up your queue on IPCC (resource, application, script etc.)

-in CUCM,create a ctI ROUTE point that points to that script.

-on the phones that are being called and you want to redirect to the queue, just set the call forward busy and CFWD no answer to point to the CTI route point.

good luck

Marwan ALshawi Fri, 04/10/2009 - 03:47
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in addition to the nice post above

i would suggest to creat the CTI from the CRS admin which is recommended by cisco to avoid any issues with ports and so on

and from the question i think there is know CSQ at all

make sure to configure the steps mentioned above and you have agents associated with your CSQ to get the call answered



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