Give priority for VIP dialing to CCD pilot

yoavb
Member
Posts: 29
Joined: 24 Sep 2013 06:27

Give priority for VIP dialing to CCD pilot

Post by yoavb » 27 Nov 2013 04:14

Hi,

We are in transition to move from old Avaya Symposium to Alcatel CCD platform. Most of the call flows were made and they are working fine. There is one requirement that I'm still deal with and till now without really results and your help will give me the chance to go one step forward.

There is a need to create a list of VIP's that will get high priority while they dialing to a Pilot. Those managers can dial from inside the comapny by them extensions and from outside. I'm looking for a place that I can create a list of extensions numbers and if one of those numbers will dial to the Pilot, these people on the list will be fisrt in Q.

I found the a "ACR database configuration" with "Call Numbers" that include "Priority" that looks like exactly what I need but it doesn't work.

I will be more than appriciate if some one will give me some tips and directions to make it work.

Thanks in advance

User avatar
tot3nkopf
Alcatel Unleashed Certified Guru
Alcatel Unleashed Certified Guru
Posts: 3978
Joined: 02 Feb 2006 10:41
Location: Germany & Romania
Contact:

Re: Give priority for VIP dialing to CCD pilot

Post by tot3nkopf » 27 Nov 2013 06:23

What exactly does not work?
Provide your ACR config, scripts used, etc.
We cannot guess around here.

yoavb
Member
Posts: 29
Joined: 24 Sep 2013 06:27

Re: Give priority for VIP dialing to CCD pilot

Post by yoavb » 27 Nov 2013 07:25

The ACR is just a guess of mine based on some documentation that I found. I was configured the extension number on the "calling number" with priority 1. How actually the ACR should work, I don't know.

The main question if there is a way to give priority for VIP and if yes how actually I'm doing it? If the ACR is a good way to implement it, I will be grateful to get some help how to configure it.

Thanks

User avatar
tot3nkopf
Alcatel Unleashed Certified Guru
Alcatel Unleashed Certified Guru
Posts: 3978
Joined: 02 Feb 2006 10:41
Location: Germany & Romania
Contact:

Re: Give priority for VIP dialing to CCD pilot

Post by tot3nkopf » 27 Nov 2013 07:49

Frank documented this:
viewtopic.php?f=310&t=8155

Note that in order to use external DB with ACR you need a specific license and the ACR server is external.

yoavb
Member
Posts: 29
Joined: 24 Sep 2013 06:27

Re: Give priority for VIP dialing to CCD pilot

Post by yoavb » 27 Nov 2013 08:01

I'm not looking for external DB. I'm ok to fill in manually somewhere in the system the VIP records. Is there a way to do it? Maybe the ACR is not the right tool and you have other creative ideas to implement that require?

User avatar
cavagnaro
Alcatel Unleashed Certified Guru
Alcatel Unleashed Certified Guru
Posts: 6696
Joined: 14 Sep 2005 19:45
Location: Brasil, Porto Alegre
Contact:

Re: Give priority for VIP dialing to CCD pilot

Post by cavagnaro » 27 Nov 2013 08:07

You are receiving the answer already.

Sent from my XPeria Z
Ignorance is not the problem, the problem is the one who doesn't want to learn

OTUC/ICS ACFE/ACSE R3.0/4.0/5.0/6.0
Certified Genesys CIV 8.5
Certified Genesys Troubleshooting 8.5
Certified Genesys BEP 8.x
Genesys Developer

User avatar
tot3nkopf
Alcatel Unleashed Certified Guru
Alcatel Unleashed Certified Guru
Posts: 3978
Joined: 02 Feb 2006 10:41
Location: Germany & Romania
Contact:

Re: Give priority for VIP dialing to CCD pilot

Post by tot3nkopf » 27 Nov 2013 08:08

yoavb wrote:I'm not looking for external DB. I'm ok to fill in manually somewhere in the system the VIP records. Is there a way to do it? Maybe the ACR is not the right tool and you have other creative ideas to implement that require?
Did you at least read the doc?

yoavb
Member
Posts: 29
Joined: 24 Sep 2013 06:27

Re: Give priority for VIP dialing to CCD pilot

Post by yoavb » 27 Nov 2013 08:24

Sorry, I didn't see the doc attached. I will follow the instruction and try to make it work.

Thanks for the help.

yoavb
Member
Posts: 29
Joined: 24 Sep 2013 06:27

Re: Give priority for VIP dialing to CCD pilot

Post by yoavb » 27 Nov 2013 11:18

Hi,

I followed the instructions step by step and it looks the script is working but just to display the "Priority Call" on the agent phone and not actually priorities the caller to be first in the Q in front of others. Am I doing wrong somewhere?

Also looking on the scripts it is just a matter of display and not more of it.

IF (PRIORITY = > %0)
DISPLAY_AGENT = "PRIORITY CALL"

Please help

User avatar
tot3nkopf
Alcatel Unleashed Certified Guru
Alcatel Unleashed Certified Guru
Posts: 3978
Joined: 02 Feb 2006 10:41
Location: Germany & Romania
Contact:

Re: Give priority for VIP dialing to CCD pilot

Post by tot3nkopf » 27 Nov 2013 11:31

Run CCS Script Editor debug and see the results.

Post Reply

Return to “CCD / CCS / CCIVR”