I have agents in London and in the US. Termporarily I want the London contact center calls from XXX to go to only 3 of my 12 agents. Is here a way for the script to see a certain number? Basically I just need to how the script would see calls and send them to a routine.
as mentioned in the above post
you can create another CSQ and assign diffrent skill set to those agents, or you can make them part of skill group set
then assign them to the new CSQ
by the way you meant by calls number xxx the ( calling number or called number )
any way the idea to do it the same
put get call contact info step and put a variable in the desired field ( calling or called ) then put if step to compare the result, if that variable you created == the xxx number you have then goto--> send the call to the new CSQ if not then send it to normal treatment
please if helpful Rate