What's the best way to assign an agent to a VDN? 1

[m0zart01]

I have a client who wants to speak only with one rep.

Right now I have it based on Skill, but I would like to know the best way to route to that agent, if they are busy, give the option to leave a voice mail or opt out to the operator.

Thanks.

 

[RGarcia87]

You can prompt the caller to enter the agent id before queuing it to the skill. Make sure the agent has voicemail assigned to their login id. Here's a vector example...

collect x digits after announcement 1234 (Please enter extension or stay on the line.)
wait 2 seconds hearing silence
queue to skill 1 pri m

 

[m0zart01]

Great! I will test this for the rep. Thank you very much for your help!

 

[RGarcia87]

Sorry M0zart, I gave you some bad info. I'll get back to you if someone else doesn't.

 

[RGarcia87]

Here it goes...

collect x digits after announcement 1234 (Please enter extension or stay on the line.)
route-to-digits with cov y
queue to skill 1 pri m

 

[m0zart01]

no problem

I haven't tested anything yet. Apparently they had a voicemailbox in place for this in the past. I am waiting to get the details...

Thanks again for your help