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New Member

Menu Bypassing (CTI Route Point?)

I am trying to configure a DN that when dialed bypasses the Automated menu system and places the caller directly into the queue.

I have the CTI Route Plan setup identical to another DN that bypasses its menu system. There is something some where I am missing. The JTapi Triggers match (actually were copied) from the working one.

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Accepted Solutions
Cisco Employee

Re: Menu Bypassing (CTI Route Point?)

If you are working with IPCC Express you will probably need to set up a new script that does not have the front end menus. You can then assign this script to a new application that uses the new DN you have up as the trigger.

3 REPLIES
Cisco Employee

Re: Menu Bypassing (CTI Route Point?)

If you are working with IPCC Express you will probably need to set up a new script that does not have the front end menus. You can then assign this script to a new application that uses the new DN you have up as the trigger.

New Member

Re: Menu Bypassing (CTI Route Point?)

1) Create from CRS - XX Application (ICM post-routing)

2) Add jtapi trigger "7xxx" (non-existing directory number in CCM)

3) Add DN in ICM "7xxx"

4) Create CT

5) Create ICM routing Script:

Start - CT - Que to xxxx (skill group / enterprise sg or agent)

6) Schedule the CT to the new script

Result: when s.o. calls 7xxx - goes directly to the que (you can set lower or higher priority to this call if you want)

Silver

Re: Menu Bypassing (CTI Route Point?)

Assuming IPCC Express, you could have two JTAPI triggers for one application and in the script check the called number and jump to the Select Resource step. You then only have to maintain one script/application.

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