Avaya ACCS Script

[Irshad78]

Dear Team

Appreciate your support.

We are migrating from Avaya IPO 500 V2 and Avaya IPOCC Environment to Avaya IPO Server Edition and Avaya ACCS.

Currently Our Call Center Call Flows were configured in Voice mail from there the call is forwarded to Specific Destination in Avaya IPOCC.

In Avaya IPOCC It will Check Agents Availability, if Available call will be assigned to Agents or else call will remain in Queue till agents are available.
Now coming back to Avaya ACCS how can I achieve this?

I have already created CDN’s, Skillsets and Supervisors and Agents. I am struck with scripting. i.e. how to collect the call coming from VMPro and assigned to skillset.

Regards

 

[aoh74]

Are you using text based scripting or 'gui' based in Orch. Designer?

 

[Irshad78]

Orch Designer

 

[aoh74]

What I mean is are you using text based scripting e.g. IF THEN ELSE etc or the GUI flow based drag n drop type?
By default ACCS will always queue the call until an agent is available but within scripting you have lots of
options for changing call handling depending on what you want to acheive.