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New Member

Forward to specific number when no agent available?

Hello guys,

is it possible in CCX to forward the call to a specific DN when no agent is online?

I know it from ANDTEK that there is a field where i can type in to which destination the call should go when no agent in on.

In CCX i guess it will be a script right?

Best Regards

Daniel

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2 REPLIES

Forward to specific number when no agent available?

Correct.  You want to first determine if there are any agents logged in using a GET REPORTING STATISTIC step.  Then you want to use the resulting value (variable) in an IF statement (something like IF (loggedInAgents < 1) THEN ) so that if the statement is True, then use a Call Redirect step to send the call to another number.

New Member

Forward to specific number when no agent available?

You can use also in the "Que to skill group" step the "Consider if" with this formula:

Object type - Skill group

Object - the specific skill group

Variables - Logged on

then add ">0"

Then from the fail branch of the  "Que to skill group" go to "Label" with the DN you want to use.

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