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Scripting Application/Queuing for agents with Direct DIDs

gracemaximuangu
Beginner
Beginner

All,

I need to create an application for 16 agents, each agent will have their own skill that a personal DID will flow into the UCCX.

Each agent has a unique welcome greeting and a unique media file for in queue MOH.

My question is how do I lay this out within the script or in a separate application?

In my call flow:

Start step

Accept step

Check TOD routing

Goto Opening main menu,

I have three welcome prompts…

  • •-        Initial greeting “Welcome.wav” +
  • •-        Depending on what DID was called, “this is Agent X.wav” +
  • •-        End of welcome “Please hold for the next operator.wav”

Queued Tree

Depending on what DID was called, call will be routed to that specific agent queue and if that agent is not available – call re-directed to their voice mail.

Appreciate any suggestions from you!

1 Reply 1

Neal haas
Participant
Participant

You can lay it out as 1 script with all of the DID's as triggers.

Then use a switch to program the individual settings for each phone number.

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