Skillset Question

[TBarrnes]

If you call a DID in my system locally, it shows on the agent's phone display as REGISTRATION. Someone at another location wants to have our agents answer their calls for them. The problem is that our agents need to answer those calls differently. Is there a way to note in the script that if the call comes from a specific number that it rings into the same agents, but displays a different skillset.
In other words if a call comes in from XXX-XXX-XXXX have it display something other than REGISTRATION on the agent's display.
Thanks TJ

 

[yyrkroon]

Terminate the number on a different CDN, filter by CDN and assign the new skillset when the call hit this CDN...this is very high level and just 1 of many ways.

you can filter by clid, dnis, cdn, npa...etc

ultimately thought, however you decide to filter the calls by, all calls must terminate to a CDN. So the easiest (imo) is to create a new CDN, new script and new skillset.

in the master script

if cdn = new cdn then
execute new script
end if

in new script

if not out of service new skillset then
queue to new skillset
wait 2
end if

blah blah blah