07-06-2010 06:34 AM - edited 03-14-2019 06:01 AM
Hey,
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 !!!!
Cheers-
Sandeep
07-06-2010 06:41 AM
Please search here. That question has been answered a few times.
Regards,
Geoff
07-06-2010 06:49 AM
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.
HTH.
Regards,
Bill
On 7/6/10 9:34 AM, "sandeepontop"
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