Creating a vector for a helpdesk

[markdavies1978]

Hi all,

I'm in the process for creating a new vector for our helpdesk.

1 of the options I would like to implement is that when a caller selects 1 of the options & is routed appropriatley I would like the display on the helpdesk staff's phone to display something specific on their display, e.g "calling for an update" or "log new request".

Any thoughts?

Cheers.

 

[HuppiFluppi]

You could send the calls to a new VDN named after the option (e.g. "calling for an update"). This name will shop up in the display.
I think that the first VDN must have "Allow VDN Override" activated, but I'm not sure.

 

[markdavies1978]

Yeah I thought about that, will give it a go, thanks for your thoughts.

Another thing I want to do is to have an announcement within the vector which is played when required. What's best practice for this? I was thinking of having an announcement within my vector which has nothing recorded & when required record on that announcement when required.

Cheers.

 

[HuppiFluppi]

You can add a skill for this. Add this skill to a agent loginID which is only for this case. Then add the following step to your vector

.
.
.
20 goto step 30 if staffed-agents in skill 123 > 0
.
.
.
30 announcement 9999
31 goto step 21
32 stop

This will effect, that the announcement 9999 will be played if an agent is logged-in into skill number 123 (the skill to activate this announcement).

 

[markdavies1978]

I'm not too familiar with skills, does this mean that someone needs to be logged in to a hunt-group or something?