Options for Identifying a rerouted call 3

[atascoman]

Hello. We have a help desk as one of the call centers on our SCCS 5.0 server and have 6 scripts send calls to the default help desk skillset if the agents are not available in the other areas. Our CIO wants us to come up with a solution that would notify the agent that the caller tried to go to one of the other areas first so they can greet the caller appropriately.

I have done this in the past by sending the call to a skillset with the word rollover or backup somewhere in the name to ID the call. Is there a more efficient way to do this or is having multiple skillsets as rollover or backuo in the name the only way? Since the phoneset displays are fixed, I am not familiar with another method to ID the calls.

 

[mte0910]

Do you have an Agent Greeting Card?

 

[atascoman]

Not at this time. Is that where you can pre-record a greeting that plays for all callers before they are queued to an agent?

 

[sandyml]

The Agent Greeting Card plays a greeting to the caller as it is presented to an agent. The agent records, in their own voice, the appropriate greeting for each skillset. The call is then presented to the agent conferenced into the Agent Greeting Card, which plays the correct recording and then drops out of the call.

 

[mte0910]

Agent Greet Card (AGC) allows agents to have multiple greetings. The AGC is part of the Symposium family, thus it "knows" about skillsets. As a result, the AGC can play skillset specific greetings.

Queue To Skillset1
No Answer
Queue To Skillset1a (help desk)
AGC sees Skillset1a and plays greeting...
"Thank You for calling Skillset1..."

 

[mcpeppi]

If you configure your "Phoneset Display" with CDN number and/or CDN Name then the Agent can see the original dialed CDN and/or the name, so you can use the corresponding greating.