I need to direct incoming ipcc express calls to a specific agent based on the area code from which the caller is calling. Any ideas?
You can queue a call to an agent directly using the 'Select Resource' step in the Script Editor and in the 'routing Target Type' select 'Resource' and in the 'Resource Target' fill in with the agent that you would like to send the call.
You will have to manage the situations when the agent is busy or logged off in the 'Failed' output branch.
Hope this helps,