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 .
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?
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.
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.
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.
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