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New Member

Scripting ideas / help

Can IPCCX 3.5 handle the following call flow requirements and if yes any hints on writing the script will be greatly appreciated

Here is the setup and the call flow for this site:

21 agents broken into 7 teams with 3 agents in each team

Each agent has his/her own 800 number.

Two main 800 numbers

Customers can call in to their own agent direct using the agent?s 800 number but if their agent is not ready the call should be routed to an agent within the team the called agent belongs to; however if all of agents in that specific team are not ready the call should be routed to any ready agent. If none of the agents are ready the call should sit in the queue waiting for an agent.

Customers can also call in using one of the main 800 numbers and the call will route to any ready agent or queued if no one is ready

1 ACCEPTED SOLUTION

Accepted Solutions
New Member

Re: Scripting ideas / help

Hi,

If you are using IPCC Express Enhanced try the following

1) Create 23 CSQ

2) Create 23 Triggers using the 23 0800 Numbers

3) Create 22 Skills. Each Skill will be relacionated with each 0800 Number

4) Associate each one of the 21 skill with the exact CSQ.

5) For each team, put the main agent with higher skill than the two others.

6) Finaly, for the two main 800 numbers use the 22 skill (all the agents with the same value) and associate with both the 22 and 23 CSQ.

Andre Lomonaco

2 REPLIES
New Member

Re: Scripting ideas / help

Hi,

If you are using IPCC Express Enhanced try the following

1) Create 23 CSQ

2) Create 23 Triggers using the 23 0800 Numbers

3) Create 22 Skills. Each Skill will be relacionated with each 0800 Number

4) Associate each one of the 21 skill with the exact CSQ.

5) For each team, put the main agent with higher skill than the two others.

6) Finaly, for the two main 800 numbers use the 22 skill (all the agents with the same value) and associate with both the 22 and 23 CSQ.

Andre Lomonaco

New Member

Re: Scripting ideas / help

very good and thank you Andre

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