Directed Resource Selection?

Answered Question
Mar 15th, 2007
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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?

Correct Answer by lpezj about 10 years 3 months ago

Hi,


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,


Juan Luis

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sbilgi Wed, 03/21/2007 - 08:51
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A single call can be queued to multiple CSQs by using the Select Resource step in the script. This is an example of the script flow:


Assume CSQ1 and CSQ2 are the two CSQs.


the triggering contact is queued to both CSQ1 and CSQ2. If an agent is available in CSQ1, the caller is sent to that agent first. If not, then the next available agent in either CSQ gets the call and the call gets de-queued from the other CSQ. If no agent is available on both CSQ1 and CSQ2, the script passes the control to a queue loop that waits for an available agent.


This URL should help you:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00803d364f.shtml



Correct Answer
lpezj Wed, 03/21/2007 - 09:08
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Hi,


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,


Juan Luis

mmelbourne Wed, 03/21/2007 - 09:47
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Yes, with IPCCX 4.0, you can't queue a call to an agent, but you can route a call to a specific agent (rather than to a CSQ), but as lpezj correctly states, you have to handle the failure scenarios if the agent is unavailable.


This feature is useful to route callers who call back into the contact centre within a particular time period to the agent who originally handled their call.

gbwatkins Tue, 04/10/2007 - 12:38
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Juan,


By filling in the name of the agent in the resource target field, doyou mean simply their username as it appears in IPPC under resources?


Geoff

lpezj Tue, 04/10/2007 - 23:24
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Geoff,


You can use the userID of the agent or the agent extension.


Hope this helps,


Juan Luis

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