Not Hunt Group, Actual Call to Queue Broadcast Agent Phones?

Unanswered Question
Feb 1st, 2010
  • Call comes in.
  • Caller hears prompt asking if they are calling for Content Team Manager or Tech Support Manager
  • Caller pushes option for either Content Management or Tech Support Management
  • All manager phones ring at the same time and phones display the option the caller selected (either Content Mgmt or Tech Support Mgmt)
  • The phones ring a max of 6 times
  • If the call is not answered, call is delivered to a prompt thanking the person for their call, stating no one is available, to please contact a manager at their direct line for assistance.
  • Release call. 

Ideas? Would we use the 'Resource Pool Selection Model:  Resource Group" under CRS/RmCm/Contact Service Queue?

Thoughts?

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
Jonathan Schulenberg Mon, 02/01/2010 - 16:03

CCX is not capable of offering a caller to multiple resources at the same time. You will need to have the CCX script perform a Call Consult Transfer to a hunt group. If it RNA after the specified timeout, you can then play that second prompt and Terminate the call.

Actions

This Discussion