UCCE outbound dialer with multiple skills

[sjamshed9926]

Hi Experts, 

i have situation where i want to associate multiple skills under 1 campaign and i want to route calls to associated skills based on value in import rule.

example:-

import file have below value :-

05xxxxxxx,123,,

04xxxxxxx,098,,

Associate skills with Campaign are:-

abc 

efg

so what i want is if the value in import rule is 

123 it goes to agents in abc skill

and if value in import is

098 it goes to agents in efg skill

does anyone come across such requirement

[bill.king1]

Hi, so it partly depends. Is this for an agent-based campaign or IVR-based campaign? If IVR based that sends calls to the agents, no problem, you can do it in the scripting. The challenge will be if you're doing an agent-based campaign, since the system needs to know when these agents are available or not. Is it just that you don't want to build out the campaign for each skill group?

[sjamshed9926]

Hi Bill, 

thanks for your reply …

it is agent based campaign, and exactly I don’t want to build campaign for each skill .

thanks , looking forward to hear from you 

[bill.king1]

I don't know if you'll be able to do it for an agent based campaign using only one skill group. I don't think adding in the additional skill groups in the Campaign configuration is going to give you what you want.
You can do it with a Transfer to IVR campaign that still sends the calls to the agents, which you could control/throttle, and use the one script to send calls to different groups.

[sjamshed9926 · Accepted solution]

Hi Bill , 

Thanks for your response, 

i am not sure why multiple skills are allowed under 1 campaign when we cannot route calls to multiple skills based on any defined value, and agreed with about using IVR campaign.

Thanks for your time and help.

[bill.king1]

The documentation is a little unclear to me how it would work, as it does mention having multiple skill groups in the one campaign.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/ucce_b_ucce_b_outbound-option-guide-for-unified_1261/ucce_b_ucce_b_outbound-option-guide-for-unified_1261_chapter_01.html#...
Have you tried setting up one campaign, multiple skills, and use the script to route the reservation call to the skill that you want? I've done campaigns with multiple import rules and so forth, but I've never had one exactly like you're looking to do.

[sjamshed9926 · Accepted solution]

Hi Bill, 

Thanks again, 

exactly what you are unclear about this document is triggering doubts from me as well, let me try couple of things and will get back to you with conclusion meanwhile if you have any luck let me know.