CRA Scripting

[SEAN NILSEN]

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.

[rkiamil]

What r u looking to do?

R

[SEAN NILSEN]

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.

[rkiamil]

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

RK

[ziadk]

Hi Sean,

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

Regards