When A user puts a the caller on hold is there a way to allow anyone else to pick up the call? So say Agent 1 gets a call and but they are busy so they take the call so it is handled but then put the user on hold while they finish thier business. Is there a way for another agent to pick up that call without at a transfer?
Is that the only option? Using call Park on the phone? I had thought of that but was hoping there was a way to do it other than that. Like if the user puts the call on hold could I make it ring another agent after a minute or something like that?
Putting a call on hold is handled by the UCM not the CCX. Plus what happens if you put the user on hold because you need to talk to a peer or supervisor for longer than a minute? The call would go to somebody else, even though it should not have.
An even simpler approach would be if the agent is busy, have him/her go into ACW or Not Ready, so they don't get a call in the first place.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
Over the last few months, I have had the privilege of working on SI...
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