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 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. 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

• Enterprise license or higher.

• 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