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New Member

Agent Based Routing by Called Number

Good Afternoon All,

I'm having some difficulty and was hoping to get some direction.

In my scenario, I would like to route a call to an agent based on the Called Number but still associate it with a skill set for reporting purposes.

For example.

Let's say I have 3 phone numbers for my east coast customer service dept

I create a skillset called EastCoast and assign it to 3 agents.

When someone calls 555-123-8888 I want it to go to Agent Adam if he's Ready, if hes not ready, then it can go to anyone else

with skill set EastCoast

When someone calls 555-123-9999 I want it to go to Agent Brian if he's Ready, if hes not ready, then it can go to anyone else with skill set EastCoast.  etc.

Finally, when I run a report for CSQ activity, I want to be to see how many calls came into Skillset EastCoast.

I have figured out how to route it to an specific agent if they're Ready, however, in the report it doesn't associate a skillset with it.

Is there a way I can route a call to a specific agent (based on the called number) and still associate it with a skillset for reporting?

Thanks in advance!

Steve

  • Contact Center
2 REPLIES

Agent Based Routing by Called Number

No, sorry.  UCCX cannot do this.  You would be compromising your requirements in order to achieve anything remotely close to this.

Perhaps if/when Precision Routing comes to UCCX we could do this, but for now, you simply cannot.  Sorry for the bad news.

Anthony Holloway

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New Member

Steve,I'm trying to achieve

Steve,

I'm trying to achieve the Agent Based Routing that you mentioned above, would you be able to share a sample script that can help me.

Thanks

 

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