11-01-2001 10:09 AM - edited 03-12-2019 01:08 PM
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.
11-01-2001 11:32 AM
What r u looking to do?
R
11-02-2001 11:47 AM
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.
11-11-2001 08:14 AM
Have you look at CRA SDK, there maybe some info in there.
RK
01-01-2002 11:21 PM
Hi Sean,
I'm still stuck with the exact same problem. Have you found any solution yet? Any hints?
Regards
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