ICM scripting : Announcement

[Deep46]

Hi all,

I am working on a ICM script where I use agent to agent transfer node (Right path) to transfer the call to a agent who is in ready state . It is working fine. But when the call hits an agent with 'Not ready', 'Talking' or 'Logged out' state , I would like to use some node (such as Announcement node) to send Busy tone .

I tried using 'Announcement Node ' to transfer a label to the routing client (Call manager) to send some Busy tone . It didnt worked. Could you please let me know how this can be done with Call manager as the routing client .

Awaiting your response .

Regards,

Deepak

[david.macias]

That's interesting, have you thought about sending it to an unconfigured extension?  How about you just drop the call, or if you have to play something, do you have a voicemail system where you can send the call?

david

[Chris Deren]

In addition to David's recommandations, have you tried sending it to your VRU (i.e. CVP or IPIVR) to play the prompt?

Chris

[david.macias]

100% agreed, that's the right way to do it, but to me it sounds like this person didn't want to send this to an IVR, but I could be wrong.

david

[Deep46]

Hi David and Chris,

Thanks for your reply. Apologies for my late reply. I am approaching in way not to drop the call, instead i would like to continue the customer call . Whenever an agent A trasfers to agent B(not ready) then the call should be again answered by the agent A . Just that agent should understand that agent B is not ready state.

Is there any node or variable in ICM, i could check the agent states.

Thanks.

Deepak

[david.macias]

You already know the agent is not ready, you don't need to check for that again.  What you're looking for is a mechanism to notify agent A that the agent is not available.  Like Chris mentioned you could send it to an IVR to play a message or you could send it to an unconfigured extension to play a busy tone.  Unless I misunderstood we've answered your question.

david

[Deep46]

Hi David,

Thank you. Yes, correct we can use the IVR for this scenario.

  Also , I would like to check with you that we have  many agent states such as Talking, Not ready and log out. So , I would  like to check if i can get different ICM tones to each of these states  when agent A transfer to agent B.