Hi Folks,
I have a routing design issue that I could do with some input on.
Our clients are looking to route calls to a queue which is serviced by users that are geographically dispersed, the idea is to have calls target a queue but identify users that are 'local' to the calls origin, say London via their ANI. Should there be no agents in the London office available, the call would then route to anybody in the UK.
I had thought of creating skills that could be used to identify a users local office then simply drop that skill in an in-queue-flow to target any user in the queue however it seems this feature is not available yet. Re-queueing to ACD without the skill seems to be my only option but this screws up the MI potentially showing as 2 ACD calls to the same queue. Bullseye routing also misses the mark as it only allows for a named skill to be dropped and my use case could see that being variable based on the callers location.
Any ideas how I might tackle this? I'm aware of a feature request that could address this and i've done the needful via the Ideas lab but i'm hoping i may have missed an obvious design that tackles this?
Any help is appreciated.
G
#Routing(ACD/IVR)------------------------------
Gordon Bell
Sabio Group Ltd
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