Redirect Call to Another Extension not answering - No Agent License

[Joaquin Muniz Solaz]

Hi there,

We are trying to create a simple script, the main issue is if this script could be achieved without using agent licenses. The script is defined as follows:

- Working Days from  8:00 am - 14:00 pm ----> Redirect Call to an Extension (Parameter_1)

- Working Days from 16:00 pm - 19:00 pm ----> Redirect Call to an Extension (Parameter_1) if busy or not available redirect to another extension (Parameter_2)

- NOT Working Days (Saturday and Sundays only) + Working Days rest of hours ----> Redirect Call to an Extension (Parameter_3) 

The problem is how can I redirect a call to another extension if the first extension is not available without using agent license.

Thank you in advance....

[Tanner Ezell]

You can use the Consult Transfer STEP to pull the call back if the call is not answered by the far end in a specifed time and then redirect to the other extension.

No agent seat licenses are used by the Scripts themselves, however CTI Ports will be consumed by each caller in the system and will remain in use until they exit the system.

Regards,

Tanner Ezell

www.ctilogic.com

[Joaquin Muniz Solaz]

HI Tanner,

Thank you for your answer. With "Call Consult Transfer" step there is no "No Answer" branch, would it work with "Tmeout" instead of "No Answer"?

Regards,

Joaquín

[Tanner Ezell · Accepted solution]

Correct.

You set a timeout on the step, this timeout value needs to be less than the time required for the line to forward or an answering machine to pick up. 10 seconds I believe is the default and is generally acceptable for the task.

From there, your logic will depend on the Timeout branch; as you might imagine this indicates the consult transfer timed out and the other end did not pick up prior to the timeout value in seconds.

Tanner Ezell
www.ctilogic.com

[Joaquin Muniz Solaz]

Hi Tanner,

Thank you for your answer it worked fine as you have described.

Regards,