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Changing value of % Allocation node externally

Hi guys,

right now i have some ICM scripts that have this % allocation node to send calls to different companies, the change will be done now by a callcenter agent but dont want to give him access to ICM Script editor to change this, is there any way to change this value externally? through a data base lookup or something? other ideas are more than welcome....

Thx

-X

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Re: Changing value of % Allocation node externally

If the % values are "preset" consider using a menu via IVR application to allow agent to select appropriate combinations of percentage distribution. Use each different combination to set the value of a Global user variable.

Use an IF node to check variable value and then pass route request on to a percentage node configured with appropriate combinations.

Agent would access via a CTI route point to trigger IVR application.

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Highlighted
Beginner

Re: Changing value of % Allocation node externally

If the % values are "preset" consider using a menu via IVR application to allow agent to select appropriate combinations of percentage distribution. Use each different combination to set the value of a Global user variable.

Use an IF node to check variable value and then pass route request on to a percentage node configured with appropriate combinations.

Agent would access via a CTI route point to trigger IVR application.

Sent from Cisco Technical Support iPad App

View solution in original post

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Re: Changing value of % Allocation node externally

This is a great idea, I'm testing it now, any way to do it without "preset" values?

Highlighted
Beginner

Re: Changing value of % Allocation node externally

Probably the best method to allow an Agent to change percentage variables is to allow them access to script editor, BUT restrict what they can edit via the Feature Control Set associated with their login.

You can limit specific users to only change properties within specific script nodes. They can not make any changes to script structure. A compromise, I know to previous method but may be the easiest to allow agent to change any combination of % values. Definitely reduces amount of complexity within the routing script.
Regards
Brian

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