In my callcenter when an agent works with a caller and they give that caller their direct acd ext and the corporate operators phone number to call them back.
When the corp operator receives a call she transfers that caller to the agents acd ext.
If for some reason that agent does not answer the call goes to the rona script.
Becasue the call did not come from another script and does not have PV6 it falls through all the if statement in the global rona script and fails releaseing the caller.
The only way I thought to do this is put all the agents in that group in an if statement at the beggining of the Rona script. If the script sees a call coming from an ext in the if statement it would set the appropriate PV6 and exit the global rona script and go back to the appropriate queue script.
It this the best way to do this or is there another way?