We have a customer who wants to setup UCCX for their internal helpdesk purpose.
I'll try to explain what customer is looking for.
UCCX boxes and CUCM will sit at central location and agents are distributed across different locations, each location dials local number for e.g 4444 in CUCM call forwarding rule is applied which will forward the call to central helpdesk IVRâ¦
Now my question is.. if there are agents sitting in location say XX & someone from location XX wants helpdesk support and dials local number(4444) to reach call center. Call will be forwarded to UCCX & it will invoke IVR and at the time of resource selection.. IF agents at location XX are ready and available, would it be possible to route the call back to location XX?? If XX agents are not logged in or available then call shall go to Agents who are located at central site. This customer wants for all the locations, this is to basically to provide local helpdesk support for local people as remote helpdesk guy won't know the setup of any other local site.
I'm not 100% sure if we can achieve this, can anyone please provide valuable input for this.