Select 1 for English, 2 for Spanish

[Wayne Ficklin]

How do I go about providing for this option in a UCCX script?  As I understand it, we'll have different agents taking the calls.  Do I set up 2 separate Queues/CSQs, or do I assign skills to agents as necessary and use some facility in the script to check for those skills?

Any help would be appreciated,

[Tanner Ezell]

In general you would have two distinct CSQs, one for each language you're supporting. You would skill your agents up appropriately, i.e: assign Spanish to Spanish speaking agents; and following a Menu Step you might set the CSQ appropriately.

Say you have a queue called "Sales" you might have the following Skills:

1. Sales
2. English
3. Spanish

Your CSQs might be as follows:

1. CSQ_Sales_EN
   1. Sales
   2. English
2. CSQ_Sales_ES
   1. Sales
   2. Spanish

And your agents:

1. John (speaks English and Spanish)
   1. Sales
   2. English
   3. Spanish
2. Janet (speaks English only)
   1. Sales
   2. English
3. Marie (speaks Spanish)
   1. Sales
   2. Spanish

Finally, your script might look something like this:

This is a basic example, but it should get you started.

HTH

Tanner Ezell
www.ctilogic.com