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.