Hi Landon,
we have successfully implemented such kind of call routing with ICM 7.2 - and it works with all UCCE versions too.
Our customer wanted this: each agent must have a set of Skills and a set of Languages. The set of Skills as well as the set of Languages needs to be prioritized using an index. And, each Skill and each Language must have a proficiency level (percentage). When a customer calls in, he would use the IVR menu to specify what kind of service (~ skill) he wants in what language. Condition: we cannot touch the existing skill groups.
Of course, we did not want to touch skill groups at all, since implementing this that way would have meant creating a bazillion skill groups and that would have been a disaster from the administration point of view.
What we have done instead: built a database with agent profiles Skills and Languages, including indices and proficiency levels - this way we keep it totally separated from the organization that existed before in ICM. What we changed in ICM was just a few nodes in the routing scripts: namely, an application gateway node that sends a lookup message including the information about the desired Skill and Language to an application server, which in turn, transforms the message to a database query, on that database containing agent profiles. The results are ordered according to the logic, the unavailable agents are filtered out, and the list of agents is transmitted back to the application gateway. The ICM routing script then continues, with trying to deliver the call to each agent on the list that was provided by the lookup.
Of course, if there's no match, the call is queued to a skill group or sent to a voice mail system.
It's clean, it's simple, it just works.
G.
