is there the possibility to redirect the call if the call presented to IPCC is not answered by agents (not in queue)!!!
Sometime, agents do not answer to calls, and the call loop continuosly between agents that are in ready state but do not answer. In this situation, can i redirect this call to another destination after 60 seconds (for example)?
First of all, the call should not be "looping continuously amongst agents in the ready state who do not answer." The default behavior is for an agent to be placed in the Not Ready state if they fail to answer a call presented to them. You can check the Service Parameters page to confirm this is setup correctly.
Once the caller is sitting within the Queued branch of the Select Resource step, you can do any of the things mentioned:
1) Offer voicemail: Add a menu step with a Dequeue and Call Redirect step within the selected branch. Within the success branch of the Call Redirect, add a Set Contact Info = handled.
2) Queue to an additional CSQ: Add another Select Resource step. Within the Connected branch of the second/nested Select Resource step, add a Dequeue step for the first CSQ.
3) Transfer to another off-net destination. Add a Dequeue and Call Redirect step. Within the Success branch of the call redirect, add a Set Contact Info = handled.
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