Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!
  • Students Click Here

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here


Skill routing

Skill routing

Skill routing

I got a question regarding skill routing.
I got a agent group named "Support". In this group, every agent has several skills.
What I want to do, is to redirect my calls to the most qualified agent, with a simple menu. When the caller presses "1" in the menu, I would like to direct the call to a Telephony-skilled agent, and when he presses "2", to a Network-skilled agent, for example. If no agent is qualified for the task, the call is simply redirected to the global agent group.
To do so, I guess I need to use a topic per skill model. For now, my routes are designed like this :
Incoming call ==> Caller presses "X" ==> Linked to a specific topic associated with a skill ==> Topic is linked to the global agent group.
However, this doesn't work and it calls my Agent Group without considering any skill.

If you had any advice about how skill routing is working, it would help me.
Thank you !

RE: Skill routing

You need to use ag.processable instead of ag.free in your logic function.

"Trying is the first step to failure..." - Homer

RE: Skill routing

Well it doens't change anything. Isn't the association between my topic and my skill supposed to be enough ?

RE: Skill routing

My bad, it's okay now with ag.processable. Thank you very much.

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members!

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close