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Version: 2.4

Action Item Preferred Agent Routing

MediaManager provides the functionality to route tasks to a specific agent by using the fields preferredAgentID and preferredAgentPeripheral in the corresponding RouteRequest-request. In order to enable this routing feature, “Queue to Agent” nodes in the CCE/CCH Routing Scripts must be used. The following steps are recommended to set up basic configuration settings when incorporating agent-to-agent routing:

Configuration Manager:

  1. Set up a new Dialed Number and attach it to either a new Call Type or a previously setup Call Type

  2. Set up an Enterprise Skill Group which contains all Skill Groups that are foreseen to support agent-to-agent routing.

  3. Add an Enterprise Route and link it to the Enterprise Skill Group created in Step 2.

Script Editor:

  1. Add a new “DN” node to the CCE/CCH script which refers to the Script Selector configured in Step 1 and associate the Call Type (and Script Selector) and the script that has to be triggered to each other.

  2. Add a “Queue to Agent” node to the script and configure it the following way:

  • Peripheral must be set to the peripheral to which the agent is attached (e.g. CallManager)
  • Agent Expression must be set to Call.PreferredAgentID
  • Consider if can be left blank
  • Enterprise Skill Group must be set to the Skill Group configured in 2.
  • Enterprise Route must be set to the route configured in 3.
  1. The checkmark node output, which indicates that routing was successful, of the “Queue to Agent” node should be connected to a “Wait” node with a subsequent “Label” node. The negative result output should be connected to a “Label” node (e.g. an Error-Label).

QueueToAgent_ScriptExcerpt.png

QueueToAgent_ScriptNode.png

If there are multiple agent peripherals, MediaManager can add, not only the PreferredAgentID, but also the PreferredAgentPeripheral to the variable Call.PreferredAgentID.

By default, this feature is disabled but can be enabled in the MediaManager configuration file, with the setting ADD_PERIPHERAL_TO_REROUTE_PREFERRED_AGENT in section [MCIL]. If this feature is enabled, the variable Call.PreferredAgentID will contain both values PreferredAgentID and PreferredAgentPeripheralID separated by a “;”, (e.g.“10045;5000”). The script needs then to split the two values first using a formula like:

left(Call.PreferredPeripheralID,find(“;”,Call.PreferredPeripheralID)-1) for the AgentID

substr(Call.PreferredPeripheralID,find(“;”,Call.PreferredPeripheralID)+1) for the PeripheralID

and switch to different „Queue to Agent” nodes depending of the extracted PeripheralID.

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