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New Member

CRA Scripting

Has anyone put together more info than what is available in the CRA Admin guide? I would like to put together situational scripts that account for Agents not logged in, Agents not available, etc. I've got the call flow mapped out but there are pieces that I cannot locate in the CRA. I am sure this must be possible, but I do not know what the statements should look like and what variables I need to configure. I am just delving into the CRA beyond what exists for Time of Day, Loops, etc. and am looking for a resource for putting together some in depth applications. Thanks.

4 REPLIES
New Member

Re: CRA Scripting

What r u looking to do?

R

New Member

Re: CRA Scripting

My immediate goal is to have the App check agent status, and if no agents are logged in, to direct off toa VM box. If there are agents logged in, I want to check check to see which agents are logged in, and based on a variable, send to a "priority agent"... I am trying to simulate skills based routing essentially. Where agents A, B and C are my primary agents, and C, D, E, and F are my secondaries, etc. I have most of it configured, I am just fuzzy on how to define the agent states exactly.

New Member

Re: CRA Scripting

Have you look at CRA SDK, there maybe some info in there.

RK

New Member

Re: CRA Scripting

Hi Sean,

I'm still stuck with the exact same problem. Have you found any solution yet? Any hints?

Regards

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