UCCX IVR NUMBER BUSY

renji joy · ‎12-13-2011

Hi All

I will summarize the problem here. We have only 150 IVR(CTI) ports and 8 PRI(210) in our call center. If all the IVR ports utilized, the customer calling next would get ‘ number busy’. Is there any option to avoid this ‘number busy’ without increasing the CTI ports .

Thanks

brian1mcc · ‎12-13-2011

You could put a 'forward busy' on the line on the CTI routepoint (trigger) to a voice mail box, unity call handler, or huntgroup.

Brian

renji joy · ‎12-14-2011

Hi,

We don't have a unity ,Can you please explain how to configure forwardbusy in cti routepint with hunt group.

Thanks

brian1mcc · ‎12-15-2011

You'll need to create a huntgroup in call manager. Then find your trigger in call manager under devices -> cti route point. Search by the Directory Number (trigger number). Click on the line associated with this route point and you'll find the forward options towards the bottom of that screen. Put the hunt pilot number in to the Forward Busy fields.

Brian

renji joy · ‎12-16-2011

Hi

In forward options which option means forwardbusy internal or forward busy cti faiure

Thanks