rerouting DN calls 2

[scriptscience]

We are in the process of trying to consolidate two geographically separated ACD call centers. One is primarily ACD with minimal DN calls; the other is the exact opposite, primarily DN calls with minimal ACD. The latter is preventing us from capitalizing on the full efficiency of ACD. We would like to using the CLID reroute DN calls to the ACD. We would hard code the CLIDs of our customers so that agents could still get personal calls (and not have those rerouted to ACD). Please help! Would this work? Any other ideas.

 

[Milesprower]

In theory, yes it will work. In practice, I would not advise it.

Hard coding CLID's and maintaining the CLID database (basically a variable with multiple CLID's entered) is a royal pain. Also, customers want to be able to call from anywhere to get to you call center (home, mobile, office, traveling). You cannot possibly keep all these numbers.

There may be other ways to accomplish what you want to do.
How do callers access the call centers now? Different numbers or one number with network allocation?

 

[scriptscience]

We have 10 separate call centers at one geographic location A and 10 separate call centers a geographic location B. We want callers access our different call centers by calling the CDN designated for that particular department's ACD. They are doing that for location A, but for location B they are calling the agents directly and not using the ACD CDN. We want to redirect the calls to the ACD when they call the agent directly. Can you clarify what you mean by a "number with a network allocation"?

 

[scriptscience]

I researched what network allocation means. Current location A has a different CDN number than location B. So they have different numbers.

 

[DancingDave]

Do you want the agents to only be personally dialable internally or from outwith Site B too?

DD

 

[scriptscience]

The ideal would for them to be personally dialable internally for other departments trying to reach them directly. In terms of outside calls, for them to still get personal calls (family, friends, etc.) but for our branches (whose numbers we already have in a database) to not be able to reach them and instead go to ACD. Thanks.

 

[Milesprower]

I think you will need to do this in the switch (if it can be done at all). Typically, in call centers, if you do not want agents to be accessed from outside the center, you would not give them DIDs, just internal extensions.

 

[DancingDave]

Hmmm, looksl ike you'll need to allocate a new DDI (to hand out to family & friends etc) for these agents and translate the old ones to the appropriate CDNs.

Unless those calling the agents (who should go to a CDN), can easily be identifiable i.e. they only phone from certain offices (which will have a specific DDI range or a presentation number) that you can easily trap and use to filter calls. As MP says, however, if they're all over the place and using mobiles, home phones etc, then you're looking at a lot of admin to set up and then maintain.

We have something similar for our 'best' IFAs that is run by our telco (we email the numbers and it is automatically picked up by the system). If there are a lot of CLIs, doing it in Symposium isn't recommended as it can divert a lot of the server's processing power and things will go more slowly.

DD

 

[scriptscience]

When you say that you don't recommend doing it in Symposium are you saying to do it before it get there? script level? What should the script change be to accomplish what we want?

 

[Milesprower]

I was referring to doing the check in the switch, but DD offers another choice: Have your telephone network vendor do it.

If you are going to do it in SCCS/CCMS then you have a number of ways, but basically, you would set up variable(s) to identify the CLIDs. You can use IF..THEN or WHERE EQUALs clauses in the master script to identify the calls that fit the CLID profile and then apply the call routing you want. For example,

IF CLID = clid_gv THEN
ROUTE CALL xxxx
END IF

Another example:

WHERE CLID EQUALS
VALUE clid_1_gv: EXECUTE SCRIPT Site_B_Service_App
VALUE clid_2_gv: EXECUTE SCRIPT Site_B_Sales_App

DEFAULT: EXECUTE SCRIPT Site_B_Service_APP
END WHERE