Route to Agent Block

Determines the best agent to receive the call, and if the agent is available, creates an interaction property called Destination, which it sets to the agent’s phone number.

Example:

1.The voice application collects data from a caller.

2.Based on the collected data, the voice application determines the qualifications necessary to handle the call.

3.The voice application finds an agent with the necessary qualifications, such as Peter at extension 151.

4.The voice application stores that agent’s extension internally in the Destination interaction property. In this example, the voice application would set the Destination interaction property to 151.

5.The voice application routes the call to the number stored in the Destination interaction property.

Use the Connect Call block immediately after the Route to Agent block to connect the call to the target agent.

Conditional Exits

The Route to Agent block has conditional exits to determine the action of the voice application when the following events occur:

•No Logged Agents - No agents are logged in when the call routing occurs.

•No Matching Agents - No logged in agents meet the requirements of the call (such as requested skills) when the call routing occurs.

•No Available Agents - Agents meet the requirements of the call (such as the requested skills) when the call routing occurs, but no agent is in the Ready state (all are busy or not ready).

•No Assigned Agent (Optional) - The call is assigned to an agent, but that agent is not available (i.e., logged out).

•Escape Digit Entered - The caller presses the designated escape key.

•Max Wait Time Exceeded - The time the call is waiting in the queue reaches the limit specified in the Maximum Queue Waiting Time field.

•Service Queue Limit Exceeded - The number of calls in the service queue reaches the limit specified in the Queued Calls Limit field (refer to Services for information on setting the limit).

•Caller Disconnected - The call was terminated by the caller.

Prompts

The Route to Agent block has the following prompts:

•Music Prompt (Optional) - The prompt the voice application plays when placing the call in the queue.

•Reminder Prompt (Optional) - The prompt the voice application plays at the frequency you set in the Reminder Frequency field. If you do not set this prompt, the reminder does not play. You can use the Estimated Waiting Time prompt as a reminder prompt.

•Estimated Waiting Time Prompt (Optional) - The prompt the voice application plays as a prefix to the estimated wait time (EWT). The voice application uses the Common Data Speaker (CDS) to read the actual EWT. For example, the prompt announces The estimated wait time is, then the CDS announces the EWT, such as eight minutes. The voice application requests the current EWT from Ivanti Voice when processing the Route to Agent block. The block plays the EWT prompt to the caller once when entering the block, and only if the EWT is greater than 1 second and less than 3600 seconds.

Settings

The Route to Agent block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•Reminder Frequency - The number of minutes you want the voice application to wait between playing the Reminder prompt. Set this field only if you want the voice application to play the Reminder prompt. Enter 0 if you want to disable this feature.

Set the Reminder Frequency to a value that is greater than the duration of the Reminder prompt; otherwise, the Reminder prompt may restart before the prompt has finished playing.

•Maximum Queue Waiting Time - The number of minutes the voice application lets a call wait in a queue. If the time the call spends in the queue reaches this limit, the voice application executes the Max Wait Time Exceeded conditional exit. Enter 0 to allow calls to remain in the queue indefinitely.

•Escape Digit - The key on the telephone keypad (0-9, *, or #) that a caller can press to exit the queue. When the caller presses the escape digit, the voice application executes the Escape Digit Entered conditional exit. Typically in such situations, the voice application transfers the caller to a voice mailbox or terminates the call.

•Use network stream for Treatment (Optional) - Enables the network streaming functionality, letting the voice application play streaming audio for callers in the queue.

If the network streaming functionality encounters an error when playing (for example, if the server loses network connection with the stream), the block plays the Hold Music prompt instead.

•Network Stream URL (Optional) - If you select the Use network stream for treatment check box, enter the URL of the site that streams the audio you want Ivanti Voice to play instead of the Music prompt.

Routing Rules

The Route to Agent block gives you the option of using routing rules established in the Management Portal, or creating a new routing rule within the block.

•To use an existing routing rule, select the routing rule in the Routing Rules drop-down list.

•To create a new routing rule for this block, select the Custom option in the Routing Rules drop-down list, and use the controls in the edit pane to build the routing rule. The controls are identical to the controls used to create routing rules in the Management Portal. Refer to Routing Rule Configuration for details.

When configuration for this block is complete, click the Update button to apply the settings.