Flagging a Type of Call and Displaying on Turret 1

[monkeybarfan]

Can anyone help me find the best way to perform the following...

1. Call comes into a certain CDN
2. Callers press 1 to carry out the call in Welsh (different skillset). If 1 is not pressed it defaults to the English skillset.
3. If 1 was selected it queues to the Welsh skillset and checks if any Welsh speaking Agents are available. If one is available the call is carried out in Welsh.
4. If no Welsh speaking Agents are available the call queues to the English skillset.

I would like to have some sort of a flag attached to the No.4 type of calls, whereby the English speaking agent can be informed that the caller initially wanted to take advantage of the Welsh speaking service, but no agents were available, before speaking to the caller. We can then ensure that sufficient apology etc is undertaken by the agents. Ideally, we would like something displayed on the turret identifying these calls.

The only way we can think of to perform such a task is by creating separate skillsets for each, but does anyone have a more efficient solution?

Cheers

 

[cgilmer]

I think using the OPEN SESSION and collect digits function is your best way. You can then give them different messages and queue to different skillsets based on the results of that information.

Probably the easiest thing to do for recognition of the Welsh going to an english caller would be to have a 3rd skillset based off an IF/THEN/ELSE statement checking for available agents in the Welsh skillset.

You are limited to using the collecting digits or you can't tell what they presssed. You are also limited to needing to display something on their phone so a new skillset is the easiest way. I think you have the right idea already but outside of using an IVR/CTI solution in conjunction with Symposium via some sort of screenpop.

 

[TheWorkingMan]

I understand your question.. I would just queue it to a new skillset called WelshToEnglish, add the english agents to this new skillset and setup your display to display skillset name. The call will be presented to the english agent. The display will show the name WelshToEnglish and the agent can start his/her line about how sorry they are!!! Then you will also be able to run skillset reports on how many time this is happening. Then you can crack down on those damn welsh agents!!!! Just joking....LOL Any way I think that this is what you would like to see in the end..

Good luck,
TWM