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Transferring Calls to Skills

The following sections describe the logic used when an agent transfers a call to a skill.

Variables Strategy

This strategy consists of the following variables:

  • Target Type – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the target type as a variable to the strategy. This variable is named targetType and it defines the type of target to which the agent wishes to transfer the call. In skill transfer scenarios, this target is always of typ, skill.
  • Target ID – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the target ID as a variable to the strategy; this variable is named targetId. In this scenario, the target ID is the skill that the agent selects.
  • Target Location – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the target location as a variable to the strategy; this variable is named targetLocation. This variable contains the name of the Statistic Server from which the target state (Ready/Not Ready) is provided.
  • Transferring Agents – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the transferring agent as a variable to the strategy; this variable is named transferringAgent. This variable contains the User Name of the transferring agent.

Basic Routing Strategy

The routing strategy steps are as follows:

  1. An attempt is made to route to an agent with the assigned skill.
  2. The strategy waits indefinitely.
  3. If no agent answers, returns the call to the transferring agent.
  4. The transferring agent then regains control of the call.
VCC2.5.Skill Routing.png

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This page was last modified on February 19, 2016, at 03:25.