UCCX - How to forward the calls when the CTI Ports are full
my question is simple but I didn't find a recent solution on the forum.
We have an Application with "Maximum Number of Sessions" set to 20 sessions.
The customer wants to forward the calls to an external callcenter when the UCCX Application is full.
The clean solution is to increase the number of CTI Ports (for example 30) and in the script, check the current number of calls in the queue and decide to forward the calls to the external CC when needed. So we can still check the opening hours and play the welcome and ivr messages.
But it requires more licences.
I tried something else ... to manage it at the Trigger level :
on the CM Telephony Trigger Configuration, I configured :
- maximum number of sessions to 1
- a correct CSS
- Forward Busy to an internal extension (and after on a external number)
But it don't work ... I received an error message telling this number is not allowed
What do you think ?
Should the second solution work ?
Some other informations :
Cisco Media Termination Dialog Group Configuration
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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