EIM 4.3.2 - Query to tell agents online or who have EIM skills (integrated)
I have posted so many topics on EIM, I figured I would send a few helpful queries out to other users.
For IPCC integrated EIM, we have our agents enter in the agent ID on the activity panel (via new data element in activity table, and add field to agent desktop via Tools panel), have them save this value. Then transfer to our agent transfer queue. We map this new field to Variable1 in the EIM Queue Configuration.
Within the IPCC routing script that takes the agent transfers, we do several string compares against string variables that contain a list of valid agent EIM agent ID's, and then we queue to a skillgroup. using the formula:
select distinct Agent.PeripheralNumber as IPCC_Agent_ID, Person.FirstName + ', ' + Person.LastName as Agent_Name, CASE when exists ( select abs(1) from Agent_Real_Time ART left outer join Media_Routing_Domain MRD on MRD.MRDomainID = ART.MRDomainID -- = 5000 -> this would be your Media Class ID for EIM select * from Media_Class where Agent.SkillTargetID = ART.SkillTargetID and MRD.MediaClassID = 5000) then 'Y' else 'N' end as Agent_Online
from Agent left outer join Person on Person.PersonID = Agent.PersonID, Skill_Group_Member SGM, Skill_Group SG, Peripheral, Media_Routing_Domain MRD
where Agent.Deleted = 'N' and Agent.PeripheralID = Peripheral.PeripheralID and Agent.PersonID = Person.PersonID and Agent.SkillTargetID = SGM.AgentSkillTargetID and SG.SkillTargetID = SGM.SkillGroupSkillTargetID AND SG.MRDomainID = MRD.MRDomainID and MRD.MediaClassID = 5000 and
-- = 5003, 5004, 5005, 5006 -> this would probably be your Media Routing Domain ID for EIM select * from Media_Routing_Domain
-- You may just have one MRD.MRDomainID in (5003,5004,5005,5006)
If you would like more explanations on this, let me know.
Re: EIM 4.3.2 - Query to tell agents online or who have EIM skil
Is the first part about allowing integrated agents the ability to transfer emails to other integrated agents?
The way I did that was to create an ICM Script Selector for each agent, and in EIM create a corresponding queue for each script selector. So there are a few queues, but a naming convention helps group them - they all start with "AQ" (AQ_John_Smith).
The agent picks the person they want to transfer to, and this causes a route request in ICM.
I map all the script selectors to one call type and run a single script with just one Queue to Agent node. The script selector has the agent peripheral number on the end, so I pull that off the Dialed_Number with substring() and queue implicitly.
All agents are in a special "Q2Agent" skill group - and there is an Enterprise Skill Group with that one skill, and an Enterprise Route with the one route - all needed by Queue To Agent implicit.
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