nisha

we have S8700 with G700 / G650 gateway and IVRS server at center. we have call center operating in one of the remote location and that location is connected to the center throuch 4Mbps E1 line. now , i want that one of the executive which has more knowledge abt certain queries of customer , the call should go to that particular executive. now, how can i achieve this?...help me out.....how to do the configuration of both option....
plz help me in this configuration as i need it urgently

ahays

That's what EAS is for. First, you must have some method of identifying this specific customer (or group of customers) This can be accomplished via a seperate telephone number which terminates in the PBX with a different DNIS, hence a different VDN. Or, you can prompt all callers for information (like account numbers) and route based on the caller's input (i.e. if account number exist in VRT then route-to VDN# or goto vector #X. Or you could prompt the caller with an auto-attendant: 1 for this question, 2 for that question, etc.) and route/goto based on the caller input. Or you can route on based on caller ANI ... if caller ANI in VRT then route/goto ...

The bottom line is that YOU must devise a method of identifying these customers and then route the calls accordingly using Vectors and VDNs to queue the call to the appropriate skill.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

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