call routing

[glynnmsg]

I have a problem , I have to send some calls going to one skillset to on center (texas) and some to agents in CT. I know that if I had 5.0 in ct I could use the wildcard variable. But Im stuck with 4.0 here. I did find a older post that CGILMER had came up with a solution that might work. The script that he was using look like this. What I was looking for is some help on how to use this in my script.

/* Assign (TOTAL ACTIVE CALLS/10) to Counter-cv */ 

Assign TOTAL ACTIVE CALLS to Counter_cv


Where Counter_cv equals

          Value 1,3,5,7,9,11,13,15,17,19: Assign skillset_1 to skillset_cv
          Value 0,2,4,6,8,10,12,14,16,18: Assign skillset_2 to skillset_cv
          Value 21,23,25,27,29,31,33,35,37,39: Assign skillset_1 to skillset_cv
          Value 20,22,24,26,28,30,32,34,36,38: Assign skillset_2 to skillset_cv
          Value 41,43,45,47,49,51,53,55,57,59: Assign skillset_1 to skillset_cv
          Value 40,42,44,46,48,50,52,54,56,58: Assign skillset_2 to skillset_cv
          Value 61,63,65,67,69,71,73,75,77,79: Assign skillset_1 to skillset_cv
          Value 60,62,64,66,68,70,72,74,76,78: Assign skillset_2 to skillset_cv
          Value 81,83,85,87,89,91,93,95,97,99: Assign skillset_1 to skillset_cv
          Value 80,82,84,86,88,90,92,94,96,98: Assign skillset_2 to skillset_cv
          Default: Assign skillset_1 to skillset_cv

End Where

 

[cgilmer]

Well the only reason you would need to use that is if you "had" to balance them on your side. The best way to do this is to contact your 800# vendor and ask them about splitting the calls between the two centers at their level.

In this case you would have some sets available say 50/50, 100/0, 0/100 and you could activate these by calling them with a password.

If this isn't a situation available to you then perhaps using the above script is possible.

To use the above script you build two skillsets. Assign "texas" skillset to Skillset_1 and "CT" skillset to skillset_2.

Assuming you are using Networked skillsets and an NCCS or whatever it is branded now.

 

[sandyml]

Keep in mind that with 4.0, you cannot change the value of your call variables for any subsequent calls -- the assigned value only applies to that call. The next call gets the default value.

 

[cgilmer]

You don't need to change the value of your call variable. If you needed to queue the call to another skillset you would just use another call variable, hence something like skillset2_cv in the looping section.

A call variable is locked onto that call... when the next call comes in it matches and assigns the appropriate skillset. You wouldn't need to change the value as all you are doing is a balance routing.