Objective(s):
- Ability to have one Agent transfer calls to Another agent using a Finesse phonebook, or dialing a number using Finesse, Jabber or on a desk phone.
- Ability for no Agent to transfer/Dial agent ACD line from Jabber, or phone.
Information:
- System:
- UCCE 11.X,
- Call manager 11.X,
- CVP,
- no CUSP, no CUBE (working on it)
- Agents all have ACD lines that start with the same numbers “1555”, and then finish with variable number depending on business units. They are full 11-digit numbers. Example would be “15558675309”
- Can redirect any number dialed “1555XXXXXXX” over to UCCE from call manager.
- Open to both Agent to Agent node, and Queue to agent node. Not sure which to use or if both will be needed.
- Have found the following link but have questions.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_5_1/User/Guide/UCCE_BK_S3C7A1B5_00_scripting-and-media-routing-guide/UCCE_BK_S3C7A1B5_00_scripting-and-media-routing-guide_chapter_0110.h...
Queue to Agent.
Know that we need Enterprise, and a normal Skillgroup. Agent must have the normal Skillgroup.
Not sure if I should be using “Explicit Agent reference” or “Lookup Agent reference by expression”
“Explicit Agent” look straight forward but would have to add every agent we create to the queue. Was not sure if there was a way to formulate that to make it simpler so we don’t have to do it each time we build a new agent.
“Lookup Agent reference by expression”, looks like it would lend more to a universal way of looking for agents with an ACD line of 1555XXXXXXXX. Thus, making it 1 statement vs 1 for each individual agent. However, I have no idea on the formula to use to make this work.
Agent to Agent
I am having issue finding much on this.
Questions:
Would someone have example scripts for any of these examples.
Would anyone have example formula that I could use if needed.
Thanks in advance.
