UCCX Express - Route calls to agent depending on location?

MIsatchenko · ‎05-07-2009

Hi All,

Is there a way to route calls to agent depending on location?.

i.e. if a call is coming from 8XXX, it goes to an agent with a 8XXX number and if it is not answered by anyone from 8XXX, it goes out to any of the other agents?

Are there any documents on how to do this?

Thanks in advance?

k.davis · ‎05-08-2009

"Calling Number" is one of the attributes you can get in the "Get Call Contact Info" step. Set a variable, then use If statments to place the call in a queue serviced by the 8XXX agents. Theres a couple ways you could prioritize the 8XXX agents, then fall through to the rest of the agents. Skill level settings or a seperate queue only serviced by the 8XXX agents, if none available go to a different queue serviced by the rest of the agents.