Hi,
I would use a Secure Flow for this.
Create a dropdown menu with the options and create a new the variable e.g. routingSkillNew, and assign the selected option to that variable.
Then create a button, that triggers a secure flow. And send the routingSkillNew allong as invocation data. In the Secure Flow you take the invacationdata and use this to do a Find Skill, then do a Transfer To ACD with that skill.
Used it many times already, works like a charm.
BR,
Rob
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Rob Mulder
DDM Consulting Nederland B.V.
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Original Message:
Sent: 08-02-2022 17:12
From: Paul Simpson
Subject: Consult transfer with skill
Hi,
Is it possible to specify a skill when calling the API to perform a consult transfer to an ACD queue?
My use case:
I have a First and second tier queue. Agents in the first tier perform triage before consult transferring to the second. There are 5 types of escalation, so 5 skills.
The plan is to have 5 buttons on the 1st Tier agent's script.
Now, I could create 5 "dummy" numbers to consult transfer to, that route through a flow that transfers to the queue with the corresponding skill, but that seems overly complex.
I wanted to use a Data Action to call the API to perform the consult transfer to the queue when the button(s) are pressed, but even though I can specify the Queue in the Body, I can't figure out if I can also specify a skill.
I hope that makes sense!
Ideas welcome!
#ArchitectureandDesign
#Integrations
#Routing(ACD/IVR)