How to redirect direct calls
Note Enterprise license and higher
In the following scenario we will show you how to setup Inbound Routing Rules for a UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..
This scenario can be useful when you don't want agents be contacted directly.
A default configured UCC, with:
InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents. installed and configured.
First make sure you have at least one Skill with at least one Agent in there.
Next go the Inbound Routing and add a new rule.
MatchFrom = domain\.extension$
MatchTo = . (or make a unique rule per agent)
Action = Skill
Skill = Skill to redirect to
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