NathanCorsen | 2018-08-15 08:47:08 UTC | #1
I’m trying to manipulate ACD using the API. The requirement is to offer an external customer call to an agent who previously spoke to the customer. The call should transfer to that agent if he is available and in case the agent is unavailable the call will be offered to a queue.
The limitation I'm facing is once the call is transferred to the preferred agent, it's considered a blind transfer which means If the agent still does not answer the call, the call will reach his voicemail.
Is there a way to bypass voicemail if the agent does not respond and still offer the call to a queue if the call did not get answered? Also, is there any API call I can use to transfer to a queue but also by setting a preferred agent?
I'm exploring the /api/v2/conversations/calls/{callId}/participants/{participantId}/replace API call to transfer to a user, but the call unfortunately cannot be placed back in queue if not answered.
Any workarounds possible?
Thank you.
Nathan Corsen
anon28066628 | 2018-08-15 13:32:10 UTC | #2
One workaround I've seen is to assign skills per-user. So "Alice" has "skill01", "Bob" has "skill02", "Charlie" has "skill03", and so on. The interaction is transferred to ACD, and only the agent possessing the assigned skill can accept it. ACD is configured to use bullseye routing; after 1 or 2 seconds in bullseye ring #1, allow the call to pass into bullseye ring #2. On transition, all agent-identifying skills are removed, so now any agent in the queue can be routed the call.
The feature ask for this behavior, btw, is Last Agent Routing (or more generally, Preferred Agent Routing).
jcp | 2018-08-16 13:15:49 UTC | #3
Hi Nathan, I implemented the suggested 'last agent routing' using agent skills. As the bullseye skill stripping routing wasn't the preferred option, and the customer wasn't using skills otherwise, the call was 1st presented to a initial queue which routed on skills, and then was sent into a second queue (with no 'agent' skill set) which disregarded skills. The downside is that you have to duplicate all the queues.
system | 2018-09-16 13:15:54 UTC | #4
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