How to redirect direct calls

Note Enterprise license and higher

Introduction

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.

 

Requirements

 

Configure

  1. First make sure you have at least one Skill with at least one Agent in there.

  2. Next go the Inbound Routing and add a new rule.

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    1. MatchFrom = domain\.extension$

    2. MatchTo = . (or make a unique rule per agent)

    3. Action = Skill

    4. Skill = Skill to redirect to