Thanks everybody. Unfortunately, it's a bit more complicated. It is for our global service desk. We have a menu with several options available. We also support 11 languages. I have a selection step in the programming that routes to a different external transfer destination based on the language and option selected. Then for each of those options, we need to split the calls. Some options/languages will be x%, and others will be y%. So in total, I need to replicate this behavior about 50 times. So I don't think the global variable is a viable option as I would need to create 50 unique variables.
I suspect it will be best to use a d/b to track a variable for each option/language, and then handle the routing based on the value of that variable.
I'm surprised that percentage routing isn't a standard option.
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Tom Mullen
Boehringer Ingelheim GmbH
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Original Message:
Sent: 04-01-2019 08:11
From: Tom Mullen
Subject: Load Balance to 2 external transfer destinations
Hello.
We have programming in place that transfers calls to an externally hosted call center. We have a need to add a 2nd external call center. We need to send calls to each destination based on percentage of calls (ie: 40% to the new call center & 60% to the current call center).
Does anybody have a recommendation as to which tools would be the most efficient when building the handler?
Thanks.
Tom
#Handlers
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Tom Mullen
Boehringer Ingelheim GmbH
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