CC6 Script - Nortel Contact Centre

[ArvalTech]

Does anyone have any ideas on how I can go about scripting a call route so that I offer percentage call distribution out to two external telephone numbers.

Example.

Call comes into IVR offering 6 options. Option 1 needs to route through to either supplier 1 or supplier 2 depending on the PCD.

I have the IVR built upto the point of what I do with the call \ any announcements etc. Its just the routing and how to determine the off switch route.

Any assistance would be appreciated.

Jason

 

[Utreg]

You can use a ROUTE CALL to a huntgroup.
In the huntgroup you can configure the percentage (f.e. in a list of 10 numbers configure 4 x 'supplier 1' and 6 x 'supplier 2' to have a 40/60 percent routing).

 

[Techfalcon]

You will need to create and use a call variable this will resolve the issue you will be able to assign the OCD to the call var then route on the value within the call var

If you route to hunt group the call is no longer in the cc6 and therfore will show as a terminated call on your reports

Hope this helps

Techfalcon