IPCC Script Incomming

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Aug 27th, 2007
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Trying to write a script that will enable callers to hear a greeting and then be placed in queue for 3 agents dedicated to the number. Agents also have to be on a differnt queue as well. Any advice be appreciated. Currently trying to have the same agent id on both queues

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anthoney_murphy... Mon, 08/27/2007 - 18:21
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Use a skills based queue and assign the agents that skill. Skills based queues allow agents to belong to multiple queues. There may be an issue if the other queue is a resource group based queue.

Nightwolfken Tue, 08/28/2007 - 05:44
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I need to have a different greeting just for this incomming calls group, seperate from my existing skill groups. Trying to find a way to link the 2 together.

anthoney_murphy... Tue, 08/28/2007 - 06:56
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Use whatever variable you have set up to distinguish 1 group from another in a IF statement. For example:

If a subset of customers chose this option then play this greetting then got to the queue.

If a subset of customers call this number etc.

Nightwolfken Wed, 08/29/2007 - 13:11
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This is what i have so far for the new incomming line, it is on a second script but using the same agents. Any suggestions be appreciated



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