Press 1 to Confirm

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    This document was generated from CDN thread

    Created by: JAMES DEPHILLIP II on 15-07-2011 07:17:30 PM
    Is it possible to take an incoming call and transfer it to a list of numbers that require the person that answers to press 1 to confirm.  I am trying to build an on call script that calls out to several people and I do not want it to connect the user to the on-call person's cell phone voice mail.  Instead I would like it to move to the backup on-call person. I know in TCL/IVR you can break apart call legs and bridge them back together but am not sure how this would be completed in UCCX.  The customer can not use TCL/IVR unfortunately.
     
    Thank You

    Subject: RE: Press 1 to Confirm
    Replied by: Steven Pawlak on 16-07-2011 09:33:01 AM
    James,

    I assume you are going to non agent number, probably off system like cell phones.

    The better way to handle this in the later versions is to use the Call Consult Transfer step. If the mobile phone does not answer in the specified timeout, then the transfer fails and you can go onto the next mobile. The trick here is to tune the timeout number to a length that gives the mobile person time to answer but one that does not go to voicemail.

    Also, you will need to teach the mobiles not to press ignore on their phones when they see a call coming from this system. That puts the caller into mobile VM right away.


    Otherwise, the old way of doing it was to put caller on hold. Then make a Place Call step, as a second contact, out to the mobile in question. When they answered you then played the Menu/Explicit Confirm step with the press 1. If they did, they needed to hang up. Then you would Redirect Step the call on hold to the mobile number. Where on a Successful branch you would then unhold the call. A little more complex of a setup.

    Subject: RE: Press 1 to Confirm
    Replied by: JAMES DEPHILLIP II on 04-09-2011 12:43:03 AM
    That is exactly what I was looking for.  I knew that I could do it TCL/IVR but am new to UCCX. I appreciate it and sorry for the late response!