A potential customer needs a Contact Center solution that supports Call Routing depending on what´s the Calling number (That is, if a customer calls from place X Agent 1 should take the Call, if calling from place Y Agent 2 takes the call, and so on)
I have been toying with the IPCX editor, and I can assign the calling number of a call to a variable, but I am having a hard time finding a way to do digit analysis... I´d like to match part of the calling number to do the routing, and so far I haven´t found a thing... suggestions?
It is possible to use various JavaBean functions to manipulate the strings. I have a test script somewhere which removes specific prefixes on calling numbers, but it does demonstrate the principles. I'll try and dig it out.
IPCCX 4.0 adds Agent-based routing (but not Agent queuing) so you should be able to do something along these lines, but consideration should be given to the situation when Agent X is not available. You can of course route to different CSQs based on calling number, if that's something you require. By manipulating the agents' skills it's possible to influence which Agents service which CSQs.
The functions to manipulate strings are built-in; you can find them in the expression editor under the string tab. I'll find that test script which uses some of these functions to process the calling number.
In IPCCX 4.0 the Select Resource step can be used to route a call to an agent (rather than to a specific CSQ) - quite handy actually in conjunction with session mappings to route a call back to the same agent if the caller calls the contact centre back within the default session timeout (30 minutes). Though you do have to handle the situation where the selected resource (an agent) is not available, perhaps by routing the call to a CSQ instead.
You can use the CRS build-in JAVA methods to extrapolate the digits from calling number, you can use the String substring(int, int) method and store the paritioned number as a variable, then you simply compare the digits to either static variables or querry DB.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
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