Q IPCCX

[user-cisco]

hi

i have a simple question on IPCCX scripting:

i want to build a script that will route a list of calling numbers (VIP List) to specific agents while all other callers to a CSQ.

my question is that how and where to assign the ANI list of those VIP callers in a script

i tried to add a variable called ANI with a condition of ANI.startsWith

but i want some kind of ANI equals list of VIP ANI numbers?

please help?

Thanks

[kelvin.blair]

You should be able to write a script that matches the Call Contact Info to an varible. From there, you should be able to if then statement matching on the numbers. You might need to write a If then statement for everyone ANI match. I think it should look something like so:

Get Call Contact and write it to variable X.

If Variable X == "X" then X.

[soaresmoura]

Hello everyone,

I need the help for the following situation:

I need to create a filter so that only 2 agents(resources) receive calls from a number location.

I have 25 agents(Resources) and i need to only 2 agents(Resources) receive calls from this particular location.

So i created this steps in my IPCC Express.

First:

1- Create another Skill ( New_Skill )
2- Create another CSQ ( New_Queue )
3- Assign the New_Skill to all 2 Agents .
4- Make the CSQ is Skill routing based and add the New_Skill into the New_Queue .

I create a script for check the calling number and send to a CSQ_Queue:

Second:

---------------------------------------------------

Label:CSQ_New

Select Resource(--Triggering Contact--, CSQ_New)

ANI = (Get Call Contact Info (--Triggering Contact--, Calling Number)
If ANI == 085 then
True
Goto CSQ_New
False
Goto Queue

-------------------------------------------------------------

Will this script work?

Thank you!

Bruno.

[soaresmoura]

Any sugestions about this??

[soaresmoura]

Can anyone help??

Thanks

[James Hawkins]

Hi Bruno,

Yes that script logic should work ok.

You might have received more replies if you posted in the Contact Center forum

[soaresmoura]

Thank you so much James!!

I'm new in this forum, and i will posted in Contact Center now!!

Thanks again!!