03-16-2012 01:05 PM - edited 03-14-2019 09:33 AM
UCCE 7.5 SR10
IP/IVR 7.0.1 SR4
Is there a way to check if a Contact Center agent is in a ready state before sending a call where the customer entered the agents extension in the IVR transfer script (Call.CallerEnteredDigits redirect)? The agents have the same number as their Agent ID and Instrument (CTI OS). The business wants the calls to go to the agents voicemail if they are in not ready and to their phone if they are in ready and available.
Thanks,
Jason K
Solved! Go to Solution.
03-19-2012 11:07 AM
I'm not sure you really need a conditonal statement. One option is to queue to the specific agent. If the agent is in ready mode the phone will ring and call will be answered. If, not the call will continue down the path of the ICM script and that is where you can add your voicemail option.
So the nodes would look something like thi
Set Variable, CED=Call.PeripheralVariable1. --> Queue to Agent (AgentExpression = Call.PeripheralVariable1; Enterprise Skill Group and Enterprise Route should just be the default skill/route)
Also, if you have multiple peripheral's you may have to create a custom consider if that checks the peripheralID so you know your agent is being routed to the correct Peripheral.
Then the trick is to just do a dynamic label to voicemail. So we'll need to make sure there is a backdoor in callmanager that is straight to an agents voicemail. The dynamic label would be something like
concatenate("rf","91210648",Call.PeripheralVariable1)
03-18-2012 06:59 PM
You can place a condition before placing the call in queue-
- Condition will check if any agent is available in specifc queue/skill group - If condition is true then call will be queued else goto -> voicemail -> use redirect to voicemail number
please rate this
03-19-2012 11:07 AM
I'm not sure you really need a conditonal statement. One option is to queue to the specific agent. If the agent is in ready mode the phone will ring and call will be answered. If, not the call will continue down the path of the ICM script and that is where you can add your voicemail option.
So the nodes would look something like thi
Set Variable, CED=Call.PeripheralVariable1. --> Queue to Agent (AgentExpression = Call.PeripheralVariable1; Enterprise Skill Group and Enterprise Route should just be the default skill/route)
Also, if you have multiple peripheral's you may have to create a custom consider if that checks the peripheralID so you know your agent is being routed to the correct Peripheral.
Then the trick is to just do a dynamic label to voicemail. So we'll need to make sure there is a backdoor in callmanager that is straight to an agents voicemail. The dynamic label would be something like
concatenate("rf","91210648",Call.PeripheralVariable1)
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