How to restrict agent to receive direct incomming calls

[ROTA78]

Hi All,

Any one have any idea on how to restrict the agents to have direct incomming call over DID lines,,
we need the agents to have only contact center call from the CDN and ACD queu.

Thank you in davance,
Rafat

 

[johnpoole]

best way is to remove the did.. another way is to add the did number to an idc table, apply that idc to the route.. ld 49 idc translates inbound digits to any number..

john poole
bellsouth business
columbia,sc

 

[Johnthephoneguy]

What we do is give them a 5 digit extension that is not a DID. To keep it simple we go by the position id. If position id is 856789 then the extension is 756789.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[pronei]

I've built phantoms with DID's to DCFW to CDN.

I Then scripted Queue to agent scenario where any call to the phantom DID is recognized and queue'd to the correct agentID then rolls into skillsets after time.

I can paste an example script if your interested.

 

[johnpoole]

i've done that in symposium, but it tends to be a work around allowing agents to take personel calls.. at the largest acd i worked, all non acd calls went to the supervisors phone.. the agent could take the call at her super's desk if needed.. that did cut down on a lot of calls

john poole
bellsouth business
columbia,sc

 

[acewarlock]

Don't give them a DN.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[ROTA78]

Yes,

I'm very intersted to make Pronei suggestion, could you please send me an example....

I must give them DN for internal calls.
Also I thinked about The IDC but this may affect the other configuration and need alot of work.

Regards,

Rafat

 

[ROTA78]

Dear All,

By the way if I built IDC and dedecat this IDC to specific rout do I have to Built it for the intire DN's or if the incomming thas as the outgoing no need to do that ?

and then I will use Pronie idea to rout all the external calls to the CDN by IDC table.

BR,
Rafat

 

[bigindian65]

they can have a non-did number for internal calls??????

Mato' Was'aka

 

[pronei]

This script is very efficient and will pass contact center activation with 0 errors.

Create a Phantom with a DID and DCFW to CDN.

the DID programmed on the phantom = DIALED DN below

The manager for this particular group did not want his people to have voicemail available from the script, this is a 24/7 operation and he wanted the call answered.

/*Dedicated Disp*/                                                                                                                                                                                                        

GIVE RINGBACK
ASSIGN 1000 to Agent_cv
ASSIGN 1 to Counter1_cv
ASSIGN Dedicated_Division TO Skillset2_cv
ASSIGN 4137 to Extension_cv

WHERE DIALED DN EQUALS
	/*GROUP 1*/
	VALUE 1041:	ASSIGN 8203 TO Agent_cv     			
			       ASSIGN Dedicated_01_FM to Skillset1_cv
	VALUE 3938:     ASSIGN 8224 TO Agent_cv				
			       ASSIGN Dedicated_01_FM to Skillset1_cv
	VALUE 4131:     ASSIGN 8228 TO Agent_cv				
			       ASSIGN Dedicated_01_FM to Skillset1_cv
	/*GROUP 4*/
	VALUE 4160:	ASSIGN 8231 TO Agent_cv     			
			       ASSIGN Dedicated_04_FM to Skillset1_cv
			       ASSIGN 4159 TO Extension_cv
	VALUE 4070:	ASSIGN 8040 TO Agent_cv     			
			       ASSIGN Dedicated_04_FM to Skillset1_cv
			       ASSIGN 4159 TO Extension_cv
	VALUE 4118:	ASSIGN 8219 TO Agent_cv     			
			       ASSIGN Dedicated_04_FM to Skillset1_cv
			       ASSIGN 4159 TO Extension_cv
	VALUE 4161:	ASSIGN 8172 TO Agent_cv     			
			       ASSIGN Dedicated_04_FM to Skillset1_cv
			       ASSIGN 4159 TO Extension_cv
	VALUE 4538:	ASSIGN 8234 TO Agent_cv     			
			       ASSIGN Dedicated_04_FM to Skillset1_cv
			       ASSIGN 4159 TO Extension_cv
	/*GROUP 5*/
	VALUE 1055:	ASSIGN 8265 TO Agent_cv     			
			       ASSIGN Dedicated_05_FM to Skillset1_cv
	VALUE 3643:	ASSIGN 8167 TO Agent_cv     			
			       ASSIGN Dedicated_05_FM to Skillset1_cv
	VALUE 3937:	ASSIGN 8237 TO Agent_cv				
			       ASSIGN Dedicated_05_FM to Skillset1_cv
	/*GROUP 6*/
	VALUE 4148:	ASSIGN 8104 TO Agent_cv     			
			       ASSIGN Dedicated_06_FM to Skillset1_cv
	/*TEST GROUP*/
     VALUE 71111:	ASSIGN 8989 TO Agent_cv     			/*Neil Test Phone*/
			       ASSIGN Neil to Skillset1_cv
	   DEFAULT:     ASSIGN 1000 to Agent_cv			
			       ASSIGN Dedicated_Division to Skillset1_cv	
END WHERE

SECTION Queue_to_Agt
IF NOT LOGGED OUT AGENT Agent_cv THEN
	QUEUE TO AGENT Agent_cv
	WAIT 2
	EXECUTE Ran_Msg
END IF

SECTION Queue_to_SS1
IF NOT OUT OF SERVICE Skillset1_cv THEN
	QUEUE TO SKILLSET Skillset1_cv 
	WAIT 2
	EXECUTE Ran_Msg
END IF

SECTION Queue_to_SS2
IF NOT OUT OF SERVICE Skillset2_cv THEN
	QUEUE TO SKILLSET Skillset2_cv 
	WAIT 2
	EXECUTE Ran_Msg
END IF

EXECUTE Send_to_Manager

SECTION Ran_Msg
IF Counter1_cv = 1 THEN
	GIVE RAN 40
	GIVE RAN 25
	WAIT 2
	GIVE MUSIC 37
ELSE	WAIT 45
	GIVE RAN 26
END IF
ASSIGN 2 To Counter1_cv
IF AGE OF CALL > 180 THEN
	EXECUTE Send_to_Manager
ELSE	IF AGE OF CALL > 120 THEN
		EXECUTE Queue_to_SS2		
	ELSE	IF AGE OF CALL > 60 THEN
			EXECUTE Queue_to_SS1	
		ELSE	EXECUTE Queue_to_Agt
		END IF
	END IF
END IF

SECTION Send_to_Manager
        ROUTE CALL Extension_cv

 

[ROTA78]

I have tried the script but it didnot work could you send me more details
thanks