diversion

Hi cb,
Try to use "DNIS name" or "Source CDN name" in the Phoneset Display, whatever you use to route call in your master script.

cbubacz

Thank you thank you thank you.

You have saved me much hassle!

WATUSE

Hi cb,

We had the same problem in our call centre and gues what, we came up with what we termed "bundle" to allow more than 50 skillsets and have them display on our 2616 sets. We have at present 75 skill sets. If you are interested I can show you exactly what the script looked like after we did our modification. By the way Nortel said it won't work but we proved them wrong.

cbubacz

WATUSE,

I am interested in knowing how you accomplished it, but only because I am curious. The truth is that I would be pulling my hair out if I had any more skillsets to juggle.

But, whats the deal? Everyone I asked or spoke to assumed there was a 50 skillset max. So its a scripting solution, eh?

CB

diversion

Are you talking of 75 skillsets on one agent !!? Let us know how you accomplished this prodigy w. ! :hallucine: Otherwise my system value for skillset is 354.

WATUSE

Well guys you asked for it. This is going to be a long one. Yes it is 75 skill sets per agent.

The script looks like this.

Event handler..........................
End handler

Give ring back
If (out of service.....(name of skillset eg. ABC)
And out of service...(name of the bundle eg. CBA)

Then log "caller was redirected to emergency queue from script ABC script"

Execute script emergency_script

end if

Queue to skillset ABC,CBA with priority ABC priority var

(Note: the above statement is very important in the sense that you are directing the call to both skillsets ABC and CBA however skillset CBA will have about 60 skillsets referencing it)
(Example will be skillset DEF will have a statement similar to the one above. Like this:
Queue to skillset DEF,CBA with priority DEF priority var) do the same to all 60+ skillsets

Give Music ABC music var

( you can then go on with you on fancy stuff)

.........

Now when you are done. You then assign your agents with your bundle (CBA) which will have more than 50 skillsets in it saving you from entering 50 skillsets individually to a particular agent.

The catch is you cannot mix and match. Meaning you cannot assign individual skillsets eg skillsets ABC and DEF to individual agents. You have to assign CBA which will have both ABC and DEF in it. If you try doing that you will notice that agents with individual skillsets assigned to will receive calls all the time and those with the bundle will sit idle. the only time the bundle agents will receive call is when all the agents with individual skillsets assigned to are logged out. Very Intense eh!!!!

Good luck. My fingure hurts.

diversion

I must be a bit slow to understand but the CBA bundle skillset is a normal skillset, like ABC or DEF, right ?
All yours agents have only one skillset assigned, so they take any incomings calls, you can 't specialize them, there is also no way to give different priority to the agent, isn't it ?
It's seem nevertheless to be an ingenious way to evade symposium limits.

WATUSE

Yes it is. However the only place you should set it up is under Call Flow Admin>>>Skillset. (Set-up should be the same as your other skillsets.)

Yes and no. Agents can have 2,3,4, bundles assigned to them each bundle containing a number of skillsets eg. bundle (1) could be sales companies in Atlanta (2) could be computer shops in Washington........ and you can specialize them depending on what you want in a particular bundle.

Priority will depend on how your set-up is in Call Flow Admin>>>Script Variables>>>Attributes eg 4 (for all your skillsets). Now this will allow you to assign priority 5 or 6 to new agents so they won't receive calls until agents with priority 4 receive them first.

Pretty neat eh!!!!