How to redirect internal calls

Introduction

In the following scenario we will show you how to setup UCC 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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