Routing Strategy For Outbound call

[bilalghayad]

Hi All;

Once the call list imported to the ICM, I need to know how I can determine the used skill group to do that outbound call (for each number) based on doing a query (via the Application Gateway), this query will send the telephone number (need to be called) and will return the variables related to this number (language, nationality, gender), then based on these returned variables, I should be able to determine the skill group to be used for the outbound call of that number, this to be doen for all numbers in the calling list.

The trick here is how to read the calling number (that was imported from the list) and doing that senario, then determining the skill group, and then the dialer can proceed and transfer the call for the agent.

Any help to know how to determine the skill group to be used before the dialer dialing? And how to set variable1=calling number that was imported from the calling list? This to be before dialer start dialing, as dialer should knows where to transfer.

Any help?

[bilalghayad]

Dear Riccardo;

Again special thanks for ur help.

I noticed that there a relation between the campaign and the DN to be used for routing script (maybe I am wrong), is there something like that? Does the campaign requires an DN to be created and mapped to the script that will be used to route the outbound calls for that campaign?

And maybe this DN is related to the TCD table, as the reservation call will generate two TCD records and one RCD record.

Any advise in that direction, or I am confused?

Regards

Bilal

[Riccardo Bua]

Hi Bilal,

there are several questions in each and every post on this thread, I would recommend you get some qualified Cisco assistance on collecting the requirements and build up the solution with you since a Forum is not the right place to deal with it.

To answer your questions:

1) Would a personal callback do?

Hard to say, but I doubt it, it needs to be defined on an agent per agent basis, it works if you have a one to many relation between your agent and the called parties, but in your case it is just a question on assigning the calls in a filtered mode to some dedicated skillgroups.

2) Need any admin script or specific DN be defined for it?

Well since you get the numbers from your CRM application I hardly see any DN as being critical here or any data manipulation as being needed with an APP GW or other steps.

3) How do I filter out the records and direct them to the right skillgroup?

a) Filter them on the CRM side accordingly in different exports for different campaigns(you don't want to do it).

b) Filter them on a middleware app

c) Use query rule to filter the records for the import. Check on this doc for query rule:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption7_2/user/guide/ba722User.pdf

This is as far as I can go for the rest you will need to get the right resources engaged to help you out.

Regards,

Riccardo

[bilalghayad]

I am understanding u Riccardo.

But maybe I need to ask it as following: to complete the outbound configuration, I have to create an Admin Script (to set the outbound properties), and Outbound Reservation Script and the Outbound Abandon script.

I am correct or not?

Regards

Bilal