They can't. Agents do not have visibility into the individual contacts within a CSQ nor can they choose which one they want. An administrator can see this with some effort within the Java-based RTMT tool within /appadmin.
CCX expects agents to answer the contact offered to them. The product assumes that the system administrator designed the script such that it makes the correct decision for the agent.
I guess this depends on what you mean by divert. Divert from the agent's side is definitively not support as the ICD cannot have call forwarding of any kind to be supported.
If you want the script to reserve an agent but then take another action before delivering it to that agent, this can be done. Essentially you would change the Select Resource parameter Connect to False. This will change the Connected branch to Selected. You can take additional steps before using a Connected step to finally offer the call to the agent.
If you change Select Resource to Selected, you can add a Connect step within the Selected branch. Before this connect branch you can do other steps and the agent will show as "Reserved" until it reaches the Connect branch. The agent still does not have any power over the call or what happens with it until they answer.
You would either need to write the script such that it ALWAYS takes an action, such as redirecting to voicemail, when a condition is met; or, have the agent answer the call and then transfer it elsewhere. An agent cannot influance an individual call until they have answered it.
If you can come up with a set of conditions that the script can attempt to match, such as only one resource logged in to the CSQ, you can probably add a few steps within the Failed branch of the Connect step such that it redirects the contact to voicemail. This would allow the single agent one chance to answer the call and if they didn't, it would go to voicemail. My opinion is this wouldn't normally be a good idea though.
Select Resource [csqId1, Selected]
--------Get Reporting Statistic [Logged In Resources for csqId1]
--------If (csqId1Resources == 1)
------------Call Redirect [??]
----------------Set Contact Info = Handled
------------Goto SELECT RESOURCE
Note that I have not tested this scenario first hand. You may need to tweak this somewhat to get it right.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...