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New Member

Covering to a teammate, then to a queue

CCM 4.1(3)sr1

Unity 4.0(5)

IPCC Ent 6.0(0)sr3 w/ Queue Manager

My marketing department has put out a requirement that DID calls to our Marketing Specialists should, if unanswered, be routed to a backup Marketing Specialist. If that call goes unanswered, the call should hit a CTI route point and enter the Marketing queue. I am having trouble finding a solid way to achieve this.

Any suggestions?

New Member

Re: Covering to a teammate, then to a queue

Soultion 1:

You may want to try this

Creat atleast three lines for each agent

Line 1 - DID

Line 2 - backup line

Line 3 - ACD

For Ring No answer on DID set it to go to the second line of the backup up marketing specialist and set the Rign no answer for that line to go to a ROute point which goes to a queue

There is one catch for this,

You need to assign One back up for each representative

Solution 2:

You can put all the DID's in a pick up[ group some one can pick up when it

New Member

Re: Covering to a teammate, then to a queue

Forgive me if this is dumb idea. I've never actually configured any Cisco IPT stuff but I've been reading a bit about it. Could you do something similar with hunt groups?

I don't know if it's possible, but why couldn't you create a hunt pilot for each DID. Your hunt list would start with the primary extension, followed by a group that contains all the other specialists, and then finally the CTI route point to enter the queue.

Would that meet their requirements? Would it even work?

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