We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Why are you using individual menus for each transfer instead of 1 menu with each transfer as an option?  Also you need to use the menu prompt to tell you callers what the options are.

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Thanks Melissa,

I did fix that part, but unfortunately as soon as the call comes in it does not prompt me with the options before it does the ACD transfer. It just directly goes to the queue and am not sure whether it is getting transferred to Payment Operations skills based queue? 

It should come in and prompt me with the 5 different options available for me to choose right?

Why are you using individual menus for each transfer instead of 1 menu with each transfer as an option?  Also you need to use the menu prompt to tell you callers what the options are.

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Show me your starting task or menu

Thanks Melissa,

I did fix that part, but unfortunately as soon as the call comes in it does not prompt me with the options before it does the ACD transfer. It just directly goes to the queue and am not sure whether it is getting transferred to Payment Operations skills based queue? 

It should come in and prompt me with the 5 different options available for me to choose right?

Why are you using individual menus for each transfer instead of 1 menu with each transfer as an option?  Also you need to use the menu prompt to tell you callers what the options are.

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Show me your starting task or menu

Thanks Melissa,

I did fix that part, but unfortunately as soon as the call comes in it does not prompt me with the options before it does the ACD transfer. It just directly goes to the queue and am not sure whether it is getting transferred to Payment Operations skills based queue? 

It should come in and prompt me with the 5 different options available for me to choose right?

Why are you using individual menus for each transfer instead of 1 menu with each transfer as an option?  Also you need to use the menu prompt to tell you callers what the options are.

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

You need to make your reusable menu the starting menu.  Click the 3 dots next to it and choose set this as the starting menu.  What you have as the starting task will move down to reusable tasks--if you don't need it anymore, delete it.

Show me your starting task or menu

Thanks Melissa,

I did fix that part, but unfortunately as soon as the call comes in it does not prompt me with the options before it does the ACD transfer. It just directly goes to the queue and am not sure whether it is getting transferred to Payment Operations skills based queue? 

It should come in and prompt me with the 5 different options available for me to choose right?

Why are you using individual menus for each transfer instead of 1 menu with each transfer as an option?  Also you need to use the menu prompt to tell you callers what the options are.

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Hi John,

"Transfer to ACD" is the right place to set the skills for the call. I am not shure about your menue, it looks different than I would build it, but Melissa seems to helped you out with that.
Your menue-skill-based-routing works now?

Best regards
Christoph

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

Hi John,

"Transfer to ACD" is the right place to set the skills for the call. I am not shure about your menue, it looks different than I would build it, but Melissa seems to helped you out with that.
Your menue-skill-based-routing works now?

Best regards
Christoph

Thanks again Christopher.

I have created a call route that would come to the Inbound call flow and here I would assume that it should prompt me to enter the option to get it routed to the correct skills correct?

Hi John,
Skills are configured under Admin --> Contact Center --> ACD Skills & Languages. Under Admin --> People & Permissions --> People you can assign skills to people. To more than one in the list-view or to a single one if you enter the person you want to edit.

You will than have to design a call flow in architect where you can add skills to the call depending on which queue / language is needed and depending on the IVR-choices the customer made.

Best regards
Christoph

We already have a Queue and Inbound Call Flow (During Hours and After Hours).and In Queue call flow. I have been asked to configure a skill based routing based on agents' skills. 

I thought you could define the skills in the Queue under the routing section? But, unfortunately it does not work that way is it? I should create a Menu as the call comes in and have the customer choose the menu and then use that menu option to send it to different queues? Is that how it works? As, now I have one queue so will I have different queues for the same dept under Queues and send it to the agents in that queue?

I recreated a new one and it works fine. It says transferring call and then goes you have not entered the 10 digit number.I am researching on the existing queue where it is asking for a 10 digit number as an input, which I do not seem to find.

Hi John,

"Transfer to ACD" is the right place to set the skills for the call. I am not shure about your menue, it looks different than I would