I'm trying to implement a control to make the ICD queue available/forwarded to "night" voicemail greeting based on time of day. Being used to having this in a traditional ACD system I'm a bit stumped on how to do this automatically in ICD 2.2x. Any ideas? CRA script entry maybe? Right now I'm resorting to manually forwarding/unforwarding the ICD route point to/from voicemail based on my call center's business hours.
Yup, the CRA script editor has a "Time of Day" step you can use. You will need to define the time ranges that you want to redirect on, and then construct the rest of the call flow under the branches that extend from that step. You can also proceed it with a "Day of Week" step that automatically re-directs to voicemail on the weekends, for example.
to redirect the call to voicemail, would i use a call-redirect under the call-contact menu in CRA editor? if so, can you tell me the type variable i would use to create the voicemail extension for CRA to dial? also, what digits are passed to the voicmail system - the route point of the jtapi trigger or the cti port?
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
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