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Beginner

Precision Routing - Design PQ to use CLID (area code) to route calls by state (PCCE)

Here is our environment info:
Deployment Type: Packaged CCE: CCE-PAC-M1Unified
CCE Version: 9.0.4.0.0.1454
**A little background: Client is an insurance company, and by law, when a caller wishes to sign up for an insurance policy over the phone, the agent they are speaking with must be licensed to do so in the state in which the caller is attempting to open the policy in.**


The client is seeking to implement precision routing based on the CLID (area code) of incoming calls so that that calls will route to agents who are certified/licensed in the particular state that corresponds to the particular CLID. (ex. Call comes in with a CLID of 612, this is a Minnesota area code, so the call is routed to an agent licensed in Minnesota.)
The client handles calls from and signs people up for policies in all 50 states. Thus, there are agents licensed/certified for all 50 states. Some are licensed in multiple states, and a few are licensed for all states. Also, some agents are also skilled to receive calls from separate Skill Groups queues in addition to the PQ calls.
Here is the problem: In PCCE, the maximum number of queues (Skill Groups and Precision Queues combined) allowed per agent is 15. Which is the reason we receive the following error message when we attempt to assign too many attributes to a particular agent:

"Error occurred. The configuration limit for the maximum number of combined PQ and SG per Agent has been exceeded."

Additionally, there is a max of 5 unique attributes per PQ. Does this mean that in order to have attributes for all 50 states, I would need a minimum of 10 Precision Queues?

How can we configure the precision queue so that we can route the calls based on the CLID (area code), but not reach our max PQ/SG threshold?

I can attach screen shots or provide further current config detail.

Thank you all very much in advance!

Mike

1 ACCEPTED SOLUTION

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Beginner

Re: Precision Routing - Design PQ to use CLID (area code) to route calls by state (PCCE)

Thanks for the response, we were able to come to (somewhat of) a workaround.

Hopefully max PQ/agent thresholds are increased for future versions of Packaged CCE, as the current limits can be quite constricting.

2 REPLIES 2
Contributor

Re: Precision Routing - Design PQ to use CLID (area code) to route calls by state (PCCE)

Could you attach some screen shots?

Highlighted
Beginner

Re: Precision Routing - Design PQ to use CLID (area code) to route calls by state (PCCE)

Thanks for the response, we were able to come to (somewhat of) a workaround.

Hopefully max PQ/agent thresholds are increased for future versions of Packaged CCE, as the current limits can be quite constricting.

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