Group Agents

[soaresmoura]

Hello everyone,

I need to create a group for 2 agents (resources) to receive calls from a particular location. The number starts with 85 and 88.

I create a following steps:

1- Create another Skill ( Skill_Nordeste )
2- Create another CSQ ( CSQ_Nordeste )
3- Assign the Skill_Nordeste to all 2 Agents.

In script i create the following steps:

Label:CSQ_Nordeste

Select Resource(--Triggering Contact--, CSQ_Nordeste)

ANI = (Get Call Contact Info (--Triggering Contact--, Calling Number)
If (ANI.startsWith("085")) then
True
      Goto CSQ_Nordeste
False
      Goto Inicio

This configuration don't work, can anyone help me?

Annex follows the script.

Thanks,

Bruno.

[Gabriel Saavedra]

If you want to send the call to a different CSQ based on the calling number you will need to check the calling number before sending to the select resource step, so take the get call contact info out of the queued branch.

you will need something like this:

start

accept

get call contact info (take the calling number)

after that you can use a switch step

Switch

     Calling number = 85

          set CSQ = "nordeste" (you can use this step to set the name of the CSQ to use just one select resource step)

          Goto SelectResource

     Calling number = 88

          set CSQ = "vendas"

          Goto SelectResource

SelecResource

Select Resource (triggering contac -- from CSQ)

Connected

Queued

LabelLoop

Play prompt

Goto LabelLoop

[soaresmoura]

Thanks a lot Gabriel.

In IPCCX I have 25 agents and I need a group where only 2 agents receive calls from numbers 85 and 88.. And others agents will continue to received calls normaly the all numbers.

Can I use the same CSQ and point to a single Select Resource?

Something like this:

get call contact info

Switch

     Calling number = 85

          set CSQ = "nordeste"

          Goto SelectResource

     Calling number = 88

          set CSQ = "nordeste"

          Goto SelectResource

SelecResource

Select Resource (triggering contac -- from CSQ_Vendas)

Connected

Queued

LabelLoop

In my IPCCX how I filter incoming calls to 85/88 numbers from only these 2 agents?

Thank you so much!!

Bruno

[Gabriel Saavedra]

In this case it is better to use a CSQ based in skills, in case that you need more than one agent in the CSQ in the future, so the only thing you will need to do is to add the skill to the agent.

Gabriel.