Tanner Ezell Wed, 01/13/2010 - 09:05
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When you say hold, are you referring to when an agent puts the caller on hold, or when they are queued?

If its the former, you can't do it. Call control is out of UCCX's hands when the caller is connected to an agent.

If its the latter, you can use the call redirect step to send to Unity. Depending on how your network is setup, the simplest way is to redirect to the voice mail pilot with the called address set as the voicemail box extension.


khambetea Thu, 01/14/2010 - 09:37
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From your script, looks like you play hold music for 30 seconds then a prompt and then hold music again for 30 seconds until the queued call is answered.

If instead you want to send the call to VM after the first 30 seconds are over, you can copy your gotonoagentsloggedin label and paste it right below the call unhold step in select resource -queued section. Save the script, upload to the IVR(s) and test. Should work.


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