[cisco-voip] Script help

[Jim Reed]

Ratko,
Have you got this figured out yet?  If not, let me know and I'll send you one of our call center scripts that does pretty much what you want.  As previously stated, each agent has to be set up as a queue but it works very well for us.  We have agents that handle specific clients and we want those clients to be able to contact that agent directly.  If necessary, we can get on the phone and chat about it.  Hope all is well in your corner of the planet.
--
Jim Reed
Manager of Technical Services
Swift Communications, Inc.
970-384-9141 (Direct)
775-772-7666 (Cell)



On 4/27/10 12:29 PM, "Ratko Dodevski" <rade239 at gmail.com> wrote:

Hi Jim, long time no ping from you :) How are you?
I still don't have a clear solution on my problem, so I'm still open
for suggestions. We have Premium 5.0.2 in place.
If I understand you right, you suggest to create CSQ for each agent,
right. So that way if there is a call to there DID's the call gets in
the queue with only that agent as resource, and if someone calls the
central number the call gets in the queue with all agents in the CSQ.
Right?

Thanks and Regards

Ratko D.



On Tue, Apr 27, 2010 at 5:53 PM, Jim Reed <jreed at swiftnews.com> wrote:
> Ratko,
> Greetings from western Colorado.  Did you come to any firm resolution on
> this?  What version of IPCC are you on?  We do this very thing at our
> classified call center.  Each agent is configured as a resource and queue in
> IPCC.  I check the called number and/or original called number in the
> script.  If it is the agent's DID, then that call rings directly to that
> agent with priority queuing via a variable that is set in the script
> depending on if the called number is one of the agent DIDs.  If they are on
> a call in another queue, the call to their DID will be the next call
> presented to them even if they are other calls in other queues that came in
> earlier.  We are on IPCC Enhanced Premium 4.0(4).
> --
> Jim Reed
> Manager of Technical Services
> Swift Communications, Inc.
> 970-384-9141 (Direct)
> 775-772-7666 (Cell)
>
>
>
> On 4/26/10 3:25 PM, "Ratko Dodevski" <rade239 at gmail.com> wrote:
>
> Hi guys,
> I have a working script triggered by one number and with a few agents.
> Because agents have there direct numbers, sometimes customers use this
> number to contact the particular agent, thus avoiding the script. A
> have a requirement, this script to be triggered also by there external
> numbers, but to route the call to the agent that has the exact
> external number rather then putting the call in the queue. Any
> suggestions on how to achieve this?
>
> Thanks
>
> --
> Ratko
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>
>
>
>



--
Ratko



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