08-07-2019 01:23 PM
Hello All,
UCCX: 10.6(1)
I was recently asked about adding a Menu into our current call script. Where the caller would have the option, for example: Press 1 for Returns, Press 2 for Technical Support, etc...
So what we were thinking was we could create a couple of new Skills, like "Returns_SK", "TechSupport_SK", etc. and then based on whatever number the caller presses, we could route the call to Agents with that skill.
Is this possible in the call script to specify which skill group to use?
Thanks in Advance,
Matt
Solved! Go to Solution.
08-07-2019 01:48 PM
It certainly is....but...with one small terminology change. You send callers to Agents via a Queue, not a skill.
So, if you're creating two new skills, also create two new CSQs too.
Then in your script you'd do something like this:
Menu Options Option 1 Set csq_target = "Returns_CSQ" Goto Queue Option 2 Set csq_target = "Tech_Support_CSQ" Goto Queue Timeout ...do something when they press nothing... Unsuccessful ...do something when they choose incorrectly... Queue: Select Resource from csq_target Connected End Queued Play a nice message here about how Agents are all busy Play some nice music now Repeat
08-07-2019 01:46 PM - edited 08-07-2019 01:47 PM
Hi,
In UCCX script you can not specify Skill Group; but you can specify Contact Service Queue (CSQ). In this case, create CSQ's such as "Returns_CSQ", "TechSupport_CSQ" etc. and assign Skill Group to these CSQ's.
08-07-2019 01:48 PM
It certainly is....but...with one small terminology change. You send callers to Agents via a Queue, not a skill.
So, if you're creating two new skills, also create two new CSQs too.
Then in your script you'd do something like this:
Menu Options Option 1 Set csq_target = "Returns_CSQ" Goto Queue Option 2 Set csq_target = "Tech_Support_CSQ" Goto Queue Timeout ...do something when they press nothing... Unsuccessful ...do something when they choose incorrectly... Queue: Select Resource from csq_target Connected End Queued Play a nice message here about how Agents are all busy Play some nice music now Repeat
08-07-2019 02:17 PM
08-07-2019 05:54 PM
08-08-2019 10:11 AM
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