UCCX help desk script, collect digits/characters and route to relevant agent

[sarwarm123]

Hi there,

We have help desk script in place and its working fine. But I just wanted to add additional functionality in the script which take TICKET NUMBER from user and route call to relevant agent and it also display information on Agent's screen or on web browser which will help Agent to pull user's details in advance.

For example, user call on help desk and uccx script says, please enter your ticket number. I have managed to collect digits using get digit string but how can I route this call to relevant agent or assigned agent?

Second can user also enter characters using telephony keypad? I have one more idea, is this possible to ask user to speak your name and then this play in audio file on Agents machine which will tell agent in advance user's name and ticket number

Can we also display user's information on web browser?

Thanks in advance

[Gergely Szabo]

Hi,

thanks for the rating.

Actually, not really sure the ECC variables would work but what you might do is to transfer the database lookup procedure into the web script (instead of having it in the call routing script). This way you don't have to use multiple peripheral variables.

G.