Routing Calls To Agents

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Aug 28th, 2007
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Our business unit asked me if it was possible to setup a CVP app that would take a 5 digit number and depending on the number entered, route it directly to the agent associated with that number. If the agent is not staffed, then dump the call to a queue.

I checked out the Agent node, however I don't see a way to check if they are logged in.

Does anyone know if it is possible to do tihs?



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JavierFT1 Wed, 08/29/2007 - 07:39
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To check to see if an agent is logged in you will need to look at the reporting statistic. Within properties chose the "Logged-In Resources" field and drop that to a variable. This will let you know if the user is logged in or not. Based on that you could add the logic needed if they are or if they are not.



BarryMcLellan72678 Wed, 08/29/2007 - 07:40
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Sorry Javier, I should have said, I am using IPCC Enterprise 7.x.

I don't see that option from within the script editor.


JavierFT1 Wed, 08/29/2007 - 07:44
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That would make a slight difference ;)

I am surprised you don't have a similar option in enterprise where there are a whole lot more options in general.




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