Heads Up :
The post you are writing will appear in a public forum. Please ensure all content is appropriate for public consumption. Review the employee guidelines for the community here.
Hello,
I have 3 skill groups I would like to route calls to based on calls in queue.
Credit.General
Credit.Specialist
Credit.TeamLead
I would like all calls to queue for Credit.General by default and only consider the other 2 skill groups if ther...
Hello,
I am working on an IVR script for CCE that plays a different prompt each time through without creating multiple scripts. There are some lengthy hold times for the callers and would like to play some helpful tips while they wait.
Here is the...
Hello, I have a SOAP call that takes a relatively long time to process, ~15 seconds. I would like to trigger MOH or some type of prompt while the script is processing the data, once the result is returned I would like the music/ prompt to stop and d...
Hello, I an using the Get DB step to obtain the value of the field in a SQL DB. The data type is java.lang.boolean. The value will be either 1 for active or 0 for not active. I have created the local variable but I have no Idea how to write the Bo...
Hello, I am working on a SQL query that does a lookup of the calling number and the last four digits entered by the customer. If I hard code the lastFourGC variable I am able to return a successful result. If I use $lastFourGC I get the following e...
I have. This is an agent campaign, however if/when the campaign uses the abandon route point (example would be no available agents) the call is translated to vru, plays a message and queues for an agent. Once an agent becomes available the call is ...
I have successfully created the translation routing. Once the call becomes inbound we are losing the customer information (account number). Does anyone have a resolution for this?
Michael,
I am battling with AMD now. I enabled the CPA record option but the calls identified as voice are not recording. Out of a list of 7 test numbers only 2 detect correctly.
Just wondering if you were able to fine tune it enough to satisfy y...
