Route to External Number

[Steve J.]

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.

[joel]

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.

[ryau86]

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. [b][u][i]TRoute[varQ_RP_1,'',RouteTypeDefault,''][/i][/u][/b]) - however it just returns a busy signal 

Please enlighten me!

[Kubig]

You do not require OCS solution for this purpose. just use TRoute function within routing strategy.

[ryau86]

I triedf it already - doesn't work - just busy signal!

[Kubig]

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.

[jamesmurphyau]

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)

[Grand_Master]

It's best to show us a log excerpt.  Is your ERP configured with the correct access code?