Skills based routing IPCCX 4.0

Unanswered Question
Jan 31st, 2007

Can someone help me out with skills based routing? I'm a little confused.

I'm trying to setup skills based routing so that calls from specific ANIs will be routed to agents with a specific skill. I understand how to create and assing skills to agents and CSQs but I'm a little confused as how the caller gets routed to the agent with that skill. Once I've captured the ANI data and read the ANI, how do I reference the skill in the script? Any examples would be helpful.

Thanks,

Glenn

I have this problem too.
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Dennis Fogler Wed, 01/31/2007 - 17:03

Glenn,

If you have access to the IPCC Express Application Administration web page, log in and go to scripts. There is a smaple script call "icd.aef". In this script there is a select resource step. This step is used to select the CSQ that you want to queue the call to.

Since you are going to be sending specific ANIs to specific skills you will most likely want to set up single skilled CSQs. That way when you select a specific CSQ you will be also selecting the specific skill you want.

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