forwarding/covering agent calls off-net

[UMBEng]

Hi, thanks for reading my post.

We're searching for a solution to a request to forward agent calls off-net. The scenario is as follows:

Call comes in to a vdn. Vector processes and routes call to an agent. Agent would prefer to answer the call on his cell phone as opposed to his desk phone. Can this be done? Can it be done at the agent level as opposed to being done in the vector?

I've tried configuring remote coverage on the agent id with no success. I've tried covering to another vector with a route to statement, also without success.

There's no funding to put towards a solution so ECS500 is not an option.

Current switch rev. is G3Rv8.3. Call center software release pre-8.1.

Thanks in advance for any guidance.

 

[Ronster]

When you tried coverage to another vector, did the call go to the other vector but just didn't route-to?
You could check this by playing music in the vector.

Does the vector/agent have the correct COR/COS to get off-net?



Ronster

 

[UMBEng]

Yes to the COR/COS. I'll verify where the routing stops this afternoon. Thanks.

Willy