Hopefully it's a simple issue that I'm having but when our system was setup by an outside company they created the default IVR to route a call to someone's extension and then if they're busy it dials their personal extension before it leaves a voicemail (the UCCX and agent extension are setup in Cisco Unity). So to hopefully better explain that scenario a call comes in and says "if you know your parties extension dial it now", they dial 1111 for John Doe but John Doe is busy talking on his UCCX extension, the caller gets a prompt that says "press 1 to leave a voicemail" it then routes to John Doe's personal extension which we'll say is 1112 and then it rings twice before going into John Doe's voicemail.
Because UCCX does not accept a * we have 99 setup as the translation pattern (or transformation pattern, whichever it is). So what I'd like is to have something that shows set ext_toCall = var_AgentVoicemail and then in the var_AgentVoicemail properties it would be something like 99(AgentExtension) to go straight to voicemail. Right now in the IVR ext_toCall and var_AgentVoicemail both have a value of ""
I hope that makes sense. The objective is I don't want it to actually ring the agent's private extension before it goes to voicemail, if a caller wants to leave a voicemail I want it to go directly to the agents voicemail. Below is what the full script looks like
Select Resource (--Triggering Contact--, user_ResourceID)
Menu (Triggering Contact--, p_AbrMenu)
1 - Voicemail
Dequeue (--Triggering Contact--from--AllCSQS--)
Set Contact Info (--Triggering Contact--,handled
Set ext_toCall=var_AgentVoicemail <----------I BELIEVE HERE IS THE PROBLEM (both ext_toCall and var_AgentVoicemail have a value of "")
2. - Timeout
Dequeue (--Triggering Contact--from--All CSQs--)
**Also just to throw this out there I tried "Set ext_toCall="99" + var_AgentVoicemail and that didn't seem to do anything. Any ideas?
Message was edited by: sturcott9891