Routing a Call to Voicemail from CRS Script

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Jul 6th, 2010
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         I was building a CRS script and my requirement is after looping twice for the agent availability, i need the call to redirect to Voicemail in the CRS script. I was wondering how to route the call to Voicemail in a CRS script ?

CRS version - 5.1

Voicemail - Unity

     Need your help in this regard !!!!



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William Bell Tue, 07/06/2010 - 06:49
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You can setup a dummy CTI Route Point with a DN that forwards all to

voicemail. There are various methods available here. Essentially you are

telling CCX to transfer the call to a number that is configured to CFA to

voicemail. You will want to execute an unsupervised transfer from CCX.

On Unity, you just need to have the mailbox extension or alternate extension

set to a value that will match what is received via the CFA action.

Another approach would be to use translation patterns, but you would then

need a call routing rule on Unity to send calls to a specific mailbox.




On 7/6/10 9:34 AM, "sandeepontop"


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