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UCCX5: Adding an option to forward to VM within the icd.aef script

We have Cisco Contact Center Express 5 (Standard) and we are using the icd.aef script. We have 5 agents.

I like to add within the icd.aef script the ability for the caller while in the queue to press 1, for example, to be forwarded to voicemail.

Which attribute/variable within the CRS editor tool would I use to accomplish this within the icd.aef script? Where would that go within the script?

If there is another and better way I am open to that too.

Thank you!


Re: UCCX5: Adding an option to forward to VM within the icd.aef

You may get this functionality by adding a “menu” step or Implicit Confirmation" step. In Menu Step properties, have it play the prompt that says "Press 1 go to voicemail, or 2 to continue to hold". On the Filter tab in the Menu step, Add a connection for Holding, and a connection for Voicemail. Click Voicemail and press button 1. Click the Holding Connection, and press button 2 on the keypad display.