Routing Call based on CLI in CCX 7

daljeetsingh1_2 · ‎12-21-2009

Hello,

Can anyone please guide me if this is possible for routing calls based on CLI, CCX will be located in Country A but will serve three countries customers, now we want if caller from Country A calls CCX he/she should directed to Agents who speaks that country's langage(skill) and similarly callers from country B should reach agents who speaks country B's language.

If its possible how can i achieve this.

Any pointers?

Thanks,

Daljeet

Soman Nair · ‎12-21-2009

Hi Daljeet,

The below mentioned can be considered as a sample script and you may have to customise it as per your requirement.

------------------------------------
Variables to be declared
------------------------------------
ANI=> type=string
------------------------------------

Add below mentioned module to your script.

Accept
Play Prompt(--Triggering Contract--,WelcomePrompt)                              /* { optional }
ANI = (Get Call Contact Info (--Triggering Contact--, Calling Number)         /* To accept ANI value and store to variable ANI
If (ANI.startswith("")) then                                  /* To check ANI for the string value with respective country code
True
Goto CSQ_A                                                                                       /* CSQ_A for agents with language for Country A
False
Goto CSQ_B                                                                                       /* CSQ_B for agents with language for Country B

Assign members to corresponding CSQ's.

Hope this clarifies your query.

Pls rate if your issue is resolved.

Regards,

Soman Nair.

Marwan ALshawi · ‎12-21-2009

Hi Daljeet

just to add to the nice comment from Soman

first of all before you go to the script level or any configuration you need to give this solution a simple logical design

first you mention you have calls three differnt contries

the question here how you will distinguish between calls coming from country A or B

is it by calling number ( source of numbers ) or by a called number ( this means you will have a dedicated number to be called for each country )

you need to identify the above requirement

then you do exactly as Soman mentioned in the script but make sure if you are going to distinguish by calling number you need the ANI to be your variable you are going to distnguish the calls by called number use the CLI as your variable in the script

good luck

if helpful Rate

daljeetsingh1_2 · ‎12-22-2009

Thanks Soman & marwanshawi for looking into this.

Call Routing needs to be done based on calling number not the called number, the steps does make sense, i will give it a try and post how it goes.