Originally posted by Hudson;35111
Example: ANI: 717-123-4567. Is there a way to take the 123 from the ANI and use it in a logical transfer?
So, in the CustomIncomingCall handler you would have to write custom functionality which looks at the "123" portion (and the Area Code, based on your later question about using both).
That could be done using a combination of Regionalization (using a new Location for filters in Dial Plan) and Dial Plan (using lists for the prefixes) and Classifications which match the names of the queues you want specific calls to go through, then running through a DescribePhoneNumber toolstep to see which Default Classification comes out of it for an inbound call and assign that classification to the Eic_AttDynamicWorkgroupName attribute using a Set Attribute toolstep. That can get pretty cumbersome, since you would have to create a new Dial Plan entry for each area code.
Another option would be to have an IP Table in Interaction Administrator which contains a column for the Area Code and another column with all the Prefixes for that Area Code, and you would use a StrMid() function in the Table Lookup toolstep to look for the area code and InStr() to look for the Prefix (so, pull back the QueueName from another column in the row where both AreaCode and Prefix match the ANI), and set the Eic_AttDynamicWorkgroupName attribute to the retrieved QueueName.
Or, you could have all the info in an external database and do something similar to the Table Lookup using the Database tools...
If all of that sounds like gibberish...you might need to find someone who is good at handler development to help out :-)