Here's my call flow, in a nutshell:
toll free # -> my Option 11c -> my SCCS -> Master Script -> Application -> Skillset -> Agent.
Now, what we have been doing is capturing the skillset
as it appears on the M3905 display to facilitate lead generation. So we have been on a 1-to-1 ratio between 800 numbers and skillsets.
Now I have started reaching my 50 skillsets per user maximum and I have "the problem".
My question:
Is there any way to change the call display so that it reflects the APP or the DNIS or anything besides the skillset once a call is queued?
Otherwise, I'm stuck with having many skillsets understaffed or else losing my lead generation data (neither of which is a working solution).
Thanks for any help you can provide.
Criss