Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Check to see if agent is available in the MRD before call transfer from IVR

UCCE 7.5 SR10

IP/IVR 7.0.1 SR4

Is there a way to check if a Contact Center agent is in a ready state before sending a call where the customer entered the agents extension in the IVR transfer script (Call.CallerEnteredDigits redirect)? The agents have the same number as their Agent ID and Instrument (CTI OS). The business wants the calls to go to the agents voicemail if they are in not ready and to their phone if they are in ready and available.

Thanks,

Jason K

  • Contact Center
1 ACCEPTED SOLUTION

Accepted Solutions
New Member

Check to see if agent is available in the MRD before call transf

I'm not sure you really need a conditonal statement.  One option is to queue to the specific agent.  If the agent is in ready mode the phone will ring and call will be answered.  If, not the call will continue down the path of the ICM script and that is where you can add your voicemail option.

So the nodes would look something like thi

Set Variable, CED=Call.PeripheralVariable1. --> Queue to Agent (AgentExpression = Call.PeripheralVariable1; Enterprise Skill Group and Enterprise Route should just be the default skill/route)

Also, if you have multiple peripheral's you may have to create a custom consider if that checks the peripheralID so you know your agent is being routed to the correct Peripheral.

Then the trick is to just do a dynamic label to voicemail.  So we'll need to make sure there is a backdoor in callmanager that is straight to an agents voicemail.  The dynamic label would be something like

concatenate("rf","91210648",Call.PeripheralVariable1)

2 REPLIES
New Member

Check to see if agent is available in the MRD before call transf

You can place a condition before placing the call in queue-

- Condition will check if any agent is available in specifc queue/skill group - If condition is true then call will be queued else goto -> voicemail -> use redirect to voicemail number

please rate this

New Member

Check to see if agent is available in the MRD before call transf

I'm not sure you really need a conditonal statement.  One option is to queue to the specific agent.  If the agent is in ready mode the phone will ring and call will be answered.  If, not the call will continue down the path of the ICM script and that is where you can add your voicemail option.

So the nodes would look something like thi

Set Variable, CED=Call.PeripheralVariable1. --> Queue to Agent (AgentExpression = Call.PeripheralVariable1; Enterprise Skill Group and Enterprise Route should just be the default skill/route)

Also, if you have multiple peripheral's you may have to create a custom consider if that checks the peripheralID so you know your agent is being routed to the correct Peripheral.

Then the trick is to just do a dynamic label to voicemail.  So we'll need to make sure there is a backdoor in callmanager that is straight to an agents voicemail.  The dynamic label would be something like

concatenate("rf","91210648",Call.PeripheralVariable1)

677
Views
0
Helpful
2
Replies
This widget could not be displayed.