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New Member

Skills Based Routing in CRS 4.1

Hello,

Just wondering if this is possible, and if so, how to script it.

We have a skills based CSQ with about 10 resources in it. We have 5 different skills assigned to the group and the resources are waited accordingly.

For purposes, lets say one of the skills is Spanish speaking. Is it possible from inside the CRS script to request an agent from this CSQ, but from one only with this skill? The way it looks like to me is that Cisco waits the entire CSQ and selects based on the entire wait, rather than the particular skill I need.

Long story short... If a resource can only be apart of 1 CSQ at a time, how can I route to that CSQ but define the skill I am looking for so that a Spanish caller does not reach a resource that can not speak the language.

Thank you for any assistance you can lend me.

2 REPLIES
Bronze

Re: Skills Based Routing in CRS 4.1

The script could modify the value of the CSQ variable to account for the language chosen by the caller. For example, the system may contain one CSQ for English-speaking callers and another CSQ for Spanish speakers.

New Member

Re: Skills Based Routing in CRS 4.1

Thank you for your response vkapoor5.

I was able to figure it out using multiple CSQ's in the same script. Thanks for your direction.

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