Hi - does anyone have details on how to set up differential RONA timings on a call by call basis?
i know its possible via custom function since i've seen it in action, however this was on ICM script editor via webaccess so i only had the script editor & no access to config mgr so couldn't see details of the user variables used within the function
for info what i'm after is the ability to send a call to a label which will ring for a set period (for example 40 seconds) then if no answer, overflow via requery to a second label & ring this label for (for example) 20 seconds before overflowing elsewhere.
(rationale - we're a retail call centre. i want to send calls to store customer service desk & ring for 40 secs. if no answer, overflow to store duty manager for 20 secs. if no answer, call will be presented to call centre agents via normal skillgroup set-up)
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...