Hi guys
I'm working with an Avaya S8500 Media Server.
I have an ACD system configured, It works with a vector and a hunt group (I use the hunt group like Skill) The hunt group type is UCD-MIA, so when the VDN extension is dialed, the vdn send the call to de Vector an the call enters to the skill queue. I use Agents to log in the system so if there are availables agents, the call enters to the extension where the agent is logged in. It works fine and I have no problems, but I would like to redirect the call to an external number but I don't know how to do that because the calls are redirected to agents, not to particular extensions, so even when I forward an extension to an external number and I log the agent in, the calls rings in the extension, never go out to the system.
Do you know if there is a way to send the call out of the system trough an agent?
Thank you very much
I'm working with an Avaya S8500 Media Server.
I have an ACD system configured, It works with a vector and a hunt group (I use the hunt group like Skill) The hunt group type is UCD-MIA, so when the VDN extension is dialed, the vdn send the call to de Vector an the call enters to the skill queue. I use Agents to log in the system so if there are availables agents, the call enters to the extension where the agent is logged in. It works fine and I have no problems, but I would like to redirect the call to an external number but I don't know how to do that because the calls are redirected to agents, not to particular extensions, so even when I forward an extension to an external number and I log the agent in, the calls rings in the extension, never go out to the system.
Do you know if there is a way to send the call out of the system trough an agent?
Thank you very much