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Highlighted
VIP Mentor

Re: UCCX call route to same Agent

That's cool that you're accepting of critique, I applaud you for that!

 

  1. Why do you combine ANI and DNIS to create a mapping?  This is an interesting idea, and I think I can see the benefit, but would like to hear your reason.
  2. You're doing that thing again where you set a variable twice.  This time you're doing it with the Set step where you set one session equal to the other and then reset the same session variable with Get Session step.  Something in the way you think about variable assignment is backwards my man!
  3. I don't know why you are breaking out the connect option for the resource. i don't see any value there. i'd just swtich it back to default.
  4. You don't need the terminate step

 

Other than that.  Looks good.


Anthony Holloway
Highlighted
Participant

Re: UCCX call route to same Agent

Anthony,

This has been a good exercise.  Thank you for the feedback.  I see now, the things that I did that were unnecesary. 

Here is the 4th revision:

2020-0624-scSampleAgentBasedRouting-Rev4a.png

 

Why do you combine ANI and DNIS to create a mapping?  This is an interesting idea, and I think I can see the benefit, but would like to hear your reason.  

--> We have multiple Triggers on separate applications.  I like to use the combination of DNIS and ANI for Mapping because it provides a "unique-enough" identifier as to Called Number by Call Contact.  It works out reasonably well when callers call about one issue and then call back for something else.  The two calls are then not associated with each other...  and won't be sent to the wrong CSQ/agent based upon previous call purpose.

 

You're doing that thing again where you set a variable twice.  This time you're doing it with the Set step where you set one session equal to the other and then reset the same session variable with Get Session step.  Something in the way you think about variable assignment is backwards my man! 

-->  DOH!!  I see it now.  completely missed this--even though you brought it up multiple times.  My focus was somewhere else. 

 

I don't know why you are breaking out the connect option for the resource. i don't see any value there. i'd just swtich it back to default.

-->  I didn't include the Set Enterprise Data step in the previous samples as they weren't really the focus (but I do this in all my scripts to send data to Finesse)

 

You don't need the terminate step

-->  Yup.  I realize that, not necessary for this sample...

 

Thanks for all the input.  Good stuff!

-Sean

Highlighted
VIP Mentor

Re: UCCX call route to same Agent

Awesome! Looks good!

Anthony Holloway
Highlighted
Beginner

Re: UCCX call route to same Agent

Hi Sean 

 

       I have a question in the attach, can you reply me?

Highlighted
VIP Mentor

Re: UCCX call route to same Agent

You must initially type the name in there, and then afterwards, you will be able to see them in the drop down list.

Anthony Holloway