Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Outbound Option [Reservation Call]

Hi Friends, I need to know if there is any way to relation the reservation call with any particular agent. We need to know if there is some way to capture the context information (Account name, Phone01, etc).

This is the scenario:

2 Agent

10 Records

1 Skillgroup

We must ensure that five specific contact (record`s) are processed by one specific agent and the other five by the other agent.

Thanks a lot !

Best Regards.

Leandro.

1 REPLY

Re: Outbound Option [Reservation Call]

You can read context info from the reservation call if you are running a Preview campaign. There are built-in ECC variables which you can evaluate to extract the context info. If you wanted to, you can read the context info with an if node in your reservation call script and then direct it to a particular agent using one of the agent nodes.

However, best way to split the list as you described is to create two skill groups (1 agent assigned to each), two campaigns, and two query rules that divide the records appropriately.

269
Views
0
Helpful
1
Replies
CreatePlease to create content