How to redirect internal calls

Introduction

In the following scenario we will show you how to setup UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. Routing Rules for a UCC.

This scenario can be useful when you want internal users to skip the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. or go in a different queue.

 

Requirements

• A default configured UCC, with:

  • Agents

  • Skills

  • Skills per Agent

 

Configure

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

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

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   1. ExactMatch = False

   2. MatchFrom = domain\.extension$

   3. Action = Skill

   4. Skill = Skill to redirect to

 

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