Can you build a strategy to dial and external 800 number if agents in a skill are not available?
I do not have Outbound Campaign.
You only need Outbound to generate new calls. In your case you just want to forward an already extisting call to an external number. Just try it with TRoute, and it should work. Check wether you need to dial 0800XXX or 00800XXX or whatever your switch configuration is.
Hi All,
I’ve been advised by an few engineers that it is not possible to TRoute calls to external PSTN numbers - I find this a bit weird.
Can someone confirm this?
We have a CUCM-Genesys environment with the correct CUCM config for the RP (i.e. CSS, Route Partitions, etc) - I’ve tried TRoute-ing to external PSTN (i.e. TRoute[varQ_RP_1,‘’,RouteTypeDefault,‘’]) - however it just returns a busy signal ???
Please enlighten me!
You do not require OCS solution for this purpose. just use TRoute function within routing strategy.
I triedf it already - doesn’t work - just busy signal!
The root-cause should not be on URS TRoute function, but related to the T-Server/SIP server. Try to check logs or post fragment of log covering the request for route.
Is CUCM rejecting the call? I’ve had to configure the Diversion header in SIP Server to get this to work in the past but I’m not 100% clear on the CUCM config that was used (someone else dos that part)
It’s best to show us a log excerpt. Is your ERP configured with the correct access code?
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