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New Member

Call forward from UCCX agents

A customer wants to have their agents to be permanently available. So it is required to forward calls to these agents to their mobile phones during offsite hours. Trying this by placing call forward on the desk phone results in a one time ringing on the mobile and then transferring the call to the next available agent. What can I do to solve this issue? We are using UCM6.1 and CCX4.5.

Thanks in advance

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Re: Call forward from UCCX agents

CCX does not provide support for a mobile agent function. The CCX documentation states that all call forwarding on the ICD line is unsupported.

Your options are:

1) Evaluate UCCE with Mobile Agent functionality.

2) Evaluate third-party products, such as Radianta, that provide adjunct functionality for CCX to work around the on-net restriction for ICD lines.

3) Have the script forward the calls to a UCM Hunt Pilot after hours. The agents can be configured for mobile connect and their on-net DN added to the line group.

Please remember to rate helpful responses and identify helpful or
3 REPLIES
VIP Super Bronze

Re: Call forward from UCCX agents

CCX does not provide support for a mobile agent function. The CCX documentation states that all call forwarding on the ICD line is unsupported.

Your options are:

1) Evaluate UCCE with Mobile Agent functionality.

2) Evaluate third-party products, such as Radianta, that provide adjunct functionality for CCX to work around the on-net restriction for ICD lines.

3) Have the script forward the calls to a UCM Hunt Pilot after hours. The agents can be configured for mobile connect and their on-net DN added to the line group.

Please remember to rate helpful responses and identify helpful or
New Member

Re: Call forward from UCCX agents

You can configure a time of Day in the Script and to use the Call Redirect step to transfer to the mobile line of the Agent when it's after working hours.

In this case, the UCCX will check the time and route the call accordingly.

HTH

New Member

Re: Call forward from UCCX agents

To j.schulenberg:

Thanks for the great response man. You have helped me out numberous times and you constantly do the same for others.

It is greatly appreciated.

Amir

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