How to route incoming calls to specific rep? 1

[m0zart01]

With multiple 800 lines in a call center.

Is is possible to route specific incoming calls to specific agents each time?

or do you have to have it segmented into one 800# per skill set and route that way?

Thanks for any input.

 

[telcomnewbie]

Each 800# will need to route to a unique VDN associated with a unique skill for each agent if this is what you want to do.

As long as the agents are working the same hours and handling calls the same way, you can use one vector with Queue to "Skill 1st" and messaging skill "extension active" by entering the agent's skill on the VDN form as the 1st skill. This also requires creating a voicemail for the VDN in Audix. Our agent's don't want to check 2 mailboxes so we set-up the VDN mailbox as an auto-attendant and have it time-out in zero seconds to transfer to the agent's personal voicemail extension.

If you want to split one 800# to route between multiple agents, you need an IVR to interact with a database for routing or you can use AT&T for area code routing in the Network to a specific rep. Either solution would still require a unique VDN/skill per agent.

You could also route to an agent login rather than VDN, but you wouldn't get measurements on everything with Direct Agent calls.

Hope this helps!
Karen
ccdesigner