Hello my name is Mathiew, I'm French, I am new on CCX environnement...
I'm trying to configure a script on CCX ,
here is context:
A caller dial a SDA number of the corporation , there are not ringing tone but a welcome prompt, and on the same time, the system calling an hunt group and when an operator (of this hunt group) takes the line, the Welcome prompt is interrupted and the communication with the caller and operator is established.
You cannot do this with a UCM hunt group. CCX cannot play media to the caller after you invoke a Call Redirect or Call Consult Transfer.
You can do this if you configure the target users as contact center agents and use a Select Resource step. If none of the agents are available [ready] to take a call, you can play a welcome prompt or other actions that is interrupted if an agent becomes available. There are two noteworthy caveats to this:
1) You can only offer a call to one contact center user at a time. This would be analogous to a Longest Idle hunt group model.
2) There is a second branch that you will see on this step: Connected. Note that when an agent's phone is ringing, the caller is not in the queued branch of the step. The caller is hearing Network MoH.
This means in practice you will want to put the welcome message before whatever else you want to do with the call and let it complete.
It sounds like you have changed the description of what you need. If you want the caller to always hear the prompt, just place it prior to the Select Resource step. It will play that prompt prior to attempting an agent.
The agent software must be used if you want to use the CSQ functionality of CCX. Depending on your license this means IPPA and/or CAD. If you transfer the call to a UCM Hunt Group, you just negated most of the reason to buy CCX and could have saved yourself money by getting IP IVR.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...
You have reached the Cisco Logistics Support Center.. To Check Status of your RMA, visit Product Returns & Replacements (RMA).
Need help? Contact us by Phone or Email.
Phone: 1800 553 2447 Option 4