UCCX Simple Time of Day Call Routing

UCCX Simple Time of Day Call Routing

Time of day call routing is very much required either you use a contact center environment or non contact center environment. If you are not using CC environment, you can do Time of Day cal routing using Cisco Unified Communications Manager or Cisco Unity Connection. If you use CC environment, life becomes easier and the calls are handled efficiently.

For example –

Accept > Play Company welcome greeting > Check time > If falls within business hours, route the call to a Queue else Play a closed hours greetings and disconnect the call.

To configure a simple time of day call routing we can create a very simple script which does its job efficiently.

If you don’t have prompts, you can create prompts from the link here : Text To Speech Free

uccollabing.com

 

In the CSQ – Define the CSQ name which is going to be used.  The resources who are part of the defined Contact Center Queue will be used to receive inbound queue calls

 

Please click here to download the script.

 

Follow the below article for CUCM Time of Day Call Routing –

https://www.uccollabing.com/2016/01/30/cisco-time-of-day-call-routing-cucm/

Follow the below article for CUC Time of day Call Routing

https://uccollabing.com/2013/10/11/cisco-unity-connection-call-handlers/

 

Hope this helps!

Originally posted 2016-10-26 10:00:53. Published by Team UC Collabing

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2 Responses

  1. Kemal says:

    Great tutorial
    I have a smilar cases as follows.

    If the days falls within monday to friday between 09:00 to 18:00 pm. call should be transfer operator extenation 6000
    If the days falls within monday to friday between 18:00 – 24:00 and 24:00 to 08:00 pm. system should play close greating

    if the day falls within saturday to sunday from 00:00 to 24:00 system should play close greating

    Can you please advice.

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