Hi,
Here my screnario,
-two agents (agent1 and agent2), agent1 handles call from US only and agent2 for a call from Canada only
-many applications (applications have unique DNIS) and assigned skill set per agent
-in the case both agents (agent1 and agent2) have skill set on a specific application and callers dials to the specific application,
>a call from US, should routing to agent1
>a call from Canda, should routing to agent2
To achieve this, I need lookup two things that calling number area code and agent'skill set. I can create skill set for area codes and applications, and create CSQs to contain both skill sets. Ex, csq_us_appl1, csq_ca_appl1,,,,, if I have 50 applicaitons, I need 100 CSQs,,, concern is too many CSQs with this approcah,,,
Advise please to resovle the issue,
Thanks,
John
