Here is a screen shot.
Original Message:
Sent: 09-25-2023 14:29
From: shahid asager
Subject: Can we have a exception list not to offer preferred agent based on phone number
Hi Steve
Do you have any example flow with DNIS data table ?
------------------------------
shahid asager
Individual Only Contact Account
Original Message:
Sent: 09-21-2023 14:28
From: Steven Alix
Subject: Can we have a exception list not to offer preferred agent based on phone number
The data table lookup would be at the top of all your call flows, or in the flow just before you transfer to queue. That is up to you and how your flows are built out. The data table it self would really only need one column for the inbound DNIS.
The Data Table lookup has the logical steps built into it. "If Found" go to a "Transfer to ACD" No preferred Agent routing, "if Not Found" then Transfer to ACD where the preferred agent list is populated.
It probably sounds simple, but the design I'm proposing is.
------------------------------
Steve Alix
EDCi
Original Message:
Sent: 09-21-2023 09:15
From: shahid asager
Subject: Can we have a exception list not to offer preferred agent based on phone number
Hi Steve
Thanks for reply ! Where should I call this data table in flow to lookup ?
Can you share a example of flow and data table with exceptions list ? or just steps please
Regards
------------------------------
shahid asager
Individual Only Contact Account
Original Message:
Sent: 09-21-2023 08:35
From: Steven Alix
Subject: Can we have a exception list not to offer preferred agent based on phone number
Use a data table to lookup the phone number exceptions. If the inbound DNIS matches on the lookup in the data table then send to ACD with no preferred agent in the list. You could also send it to different queue that doesn't have preferred agent configured.
If the inbound DNIS does not match to the lookup then just route as normal using Preferred Agent list in that Transfer to ACD block.
------------------------------
Steve Alix
EDCi
Original Message:
Sent: 09-20-2023 11:14
From: shahid asager
Subject: Can we have a exception list not to offer preferred agent based on phone number
Hello Guyz,
Queue is configured for Preferred agent routing but can we have a exception list NOT to offer preferred agent based on phone numbers ?
Thanks in advance
#Routing(ACD/IVR)
------------------------------
shahid asager
Individual Only Contact Account
------------------------------