IPOCC issue with incoming call

[mhabashy2012]

Hey Guys,

I have my IPO & IPOCC system installed and all things great but i have a small issue which is :
i have two queues one for arabic and the other for english but the both queues goes to the same agent group

is there anyway to inform the agent who receiving call whether it is from english queue or arabic queue

this option was in CCR and iam quite sure that there is some thing i missed, can any one help ?

Thanks

 

[Alfalis]

Create a custom tasktag/calltag for example "language" and in your callflow with a logic box or a set tasktag action just set the language tag to EN or AR or whatever you want.
If you have two separate topics (one for english, one for arabic) that both use the same callflow just add the logic box/set tasktag action right behind the call entry.

Then in the firstscreen of the agents you can add the calltag to the list of queued calls or even a simple value with the calltag. The first one will show your calltag while the call is queued and the second one will populate as soon as an agent gets the call.


FYI: There is a separate forum for IPOCC ([URL unfurl="true"]http://www.tek-tips.com/threadminder.cfm?pid=1831[/url])