Dear All,
IPOCC provides a default option for adding a customer and assigning a preferred agent. I have tested the same and its working fine.
There is also an option of importing the data using csv files. I am also able to achieve the same by importing the data in csv file.
However csv file import is not giving an option of adding dialed-in Topic for preferred agent. Any idea how can I also add this parameter.
Customer requirement
Caller's can call 2 different number and based on number called call should be routed to preferred agent. Now I can add multiple agents but for differentiating between them I have to defined the called-in topic so that accordingly preferred agent can be selected.
Other way I tried to use was to assigning the skill of call so that in case 2 preferred agents are defined I can differentiate between them based on skill. But even that is not working for preferred agents. May be I am setting the skill in wrong way in task flow. Any suggestion on same will also help.
IPOCC provides a default option for adding a customer and assigning a preferred agent. I have tested the same and its working fine.
There is also an option of importing the data using csv files. I am also able to achieve the same by importing the data in csv file.
However csv file import is not giving an option of adding dialed-in Topic for preferred agent. Any idea how can I also add this parameter.
Customer requirement
Caller's can call 2 different number and based on number called call should be routed to preferred agent. Now I can add multiple agents but for differentiating between them I have to defined the called-in topic so that accordingly preferred agent can be selected.
Other way I tried to use was to assigning the skill of call so that in case 2 preferred agents are defined I can differentiate between them based on skill. But even that is not working for preferred agents. May be I am setting the skill in wrong way in task flow. Any suggestion on same will also help.
.
Comment