PureConnect

Discussion Thread View
Expand all | Collapse all

INTERACTION ATTENDANT CALL FLOW

  • 1.  INTERACTION ATTENDANT CALL FLOW

    Top 25 Contributor
    Posted 24 days ago
    Hello Everyone,

    I'm having issues with my call flow configuration. I created an agent selection call flow wherein there is an agent that has to receive the interaction first but unfortunately it just bypasses the first agent and immediately goes to the 2nd agent.


    The call goes thru the DNIS 6109 first and not to the default one.

    Anyone knows what seems to be the issue?
    #Routing(ACD/IVR)

    ------------------------------
    Anjelo Brian De Jesus
    Emerson Climate Technologies, Inc.
    ------------------------------


  • 2.  RE: INTERACTION ATTENDANT CALL FLOW

    GENESYS
    Posted 22 days ago
    I am a little unclear what you are trying to achieve here.

    The Default Case in a Selection is only used if none of the specific cases match, so I assume whatever you are using to detect 6109 is matching? What is the configuration on the Select Operation?

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 3.  RE: INTERACTION ATTENDANT CALL FLOW

    Top 25 Contributor
    Posted 21 days ago
    Good day Paul,

    That call flow is design to reach Alexandra first at all times so I assigned her to be default case. the So the customer is trying to reach the first agent by calling her directly to her number. Unfortunately, the interaction always go to Alexia if both Alexandra and Alexia are on available status.

    I'm not sure why the interaction always bypasses Alexandra if Alexia is on an Available status. Interaction goes to Alexandra if she is the only agent in available status in that workgroup.

    Thank you for your help.







    ------------------------------
    Anjelo Brian De Jesus
    Emerson Climate Technologies, Inc.
    ------------------------------



  • 4.  RE: INTERACTION ATTENDANT CALL FLOW

    GCAP Member
    Posted 21 days ago
    Hi Anjelo,

    As Paul mentioned the only reason it would route to 6109 is because something in the Case Statement configuration is telling the system that is the match. Can you send us a screenshot of SEL: Agent Selection Configuration?

    ------------------------------
    Scott WilliAMs
    Missouri Higher Education Loan Authority
    ------------------------------



  • 5.  RE: INTERACTION ATTENDANT CALL FLOW

    Top 25 Contributor
    Posted 20 days ago
    Good day Scott,

    Call goes directly to either Madalina (6108) or Alexia (6109) whenever I'm trying to call DNIS-6107 (Alexandra).




    ------------------------------
    Anjelo Brian De Jesus
    Emerson Climate Technologies, Inc.
    ------------------------------



  • 6.  RE: INTERACTION ATTENDANT CALL FLOW

    GCAP Member
    Posted 20 days ago
    How is the call routed to this profile? Are you calling 6107 or are you calling an external number and then changing the DNIS through a set Attribute?

    If you add 6107 as a Case, instead of having it be the default, does it route properly then?

    ------------------------------
    Scott WilliAMs
    Missouri Higher Education Loan Authority
    ------------------------------



  • 7.  RE: INTERACTION ATTENDANT CALL FLOW

    Top 25 Contributor
    Posted 19 days ago
    Yes I am calling their DIDs then it is forwarded to the DNIS (6107).

    6107 should receive the call since cases 2 and 3 were set to 6108 and 6109. Am I right?

    ------------------------------
    Anjelo Brian De Jesus
    Emerson Climate Technologies, Inc.
    ------------------------------



  • 8.  RE: INTERACTION ATTENDANT CALL FLOW

    GCAP Member
    Posted 19 days ago
    Is the DID attached to the CLUJ - United Kingdom Profile? If so, i don't see anything below that changing the DNIS or stripping off numbers to leave a 4 digit DNIS number.

    How is the call being forward from the DID to the 4 digit number?

    Thank you,
     Scott

    ------------------------------
    Scott WilliAMs
    Missouri Higher Education Loan Authority
    ------------------------------



  • 9.  RE: INTERACTION ATTENDANT CALL FLOW

    Top 25 Contributor
    Posted 12 days ago
    Good day,

    Yes. The DID numbers are attached to the UK - Call Profile. Changing the default operation solved the issue. Instead of having the Selector as the default action, I changed it to Group Transfer operator and it solved the issue.


    Thanks everyone for the help!

    ------------------------------
    Anjelo Brian De Jesus
    Emerson Climate Technologies, Inc.
    ------------------------------