Contact Center variable routing

[Jerm79]

Hello Mitel Folks!

I'm hoping the community brains here can point me in the right direction, or help me brain storm a solution. My environment is running 8.1.3 MiCC. My organization would like to somehow implement conditional routing of queues based on varying severity of inclement weather closures or delayed openings. Possibility of 4 variable routes (All open, Open at 10am, Open at Noon, All Closed) etc.,

Right now we do DNIS based routing, all my numbers come into the DNIS check subroutine then branch out to the various sites/queues. Inside those subroutines we have the Mode of Operation toggled for an Emergency closure across the board, which works great to force an emergency closure (it plays a nice prompt letting people know we're closed due to weather or whatever).

Is there a way to implement some sort of variable check step that could be toggled on/off at a moment's notice that isnt using that Mode of Operation-Emergency? Could said variable be complex enough for 4 possible paths? Or can there be more than 1 mode of operation?

Thanks!!

[sarond]

You could use a Queue Condition to check if the Path is in DND.
When the path is in DND you can route the caller to a message or whatever.

[Jerm79]

Hmmmm ... could there be multiple conditions? And could they be remotely toggled on/off?

Thanks,

[boycey9]

How would you want to toggle it and what licensing have you got will be your restriction. Theres loads you can do with lookups etc

[Jerm79]

How would you want to toggle it and what licensing have you got will be your restriction. Theres loads you can do with lookups etc

Remotely would be ideal, maybe by a phone number and then some method of updating/toggling .. similar to the 'Mode of Operation' option. By licensing, do you mean Software Assurance?

[bigsin]

Remotely is possible depends of your licences. Go to licences overview in your site Explorer or ccmweb. Check your ivr port licences. 

[Jerm79]

Remotely is possible depends of your licences. Go to licences overview in your site Explorer or ccmweb. Check your ivr port licences.

What would I be looking for?

[bigsin]

Remotely is possible depends of your licences. Go to licences overview in your site Explorer or ccmweb. Check your ivr port licences.

What would I be looking for?

We are looking for the type op ivr licences. If you log into serverip/ccmweb then goto help-about. Here you can found your licences overview.

We can help you finding a solution for question. Not all options are available in the ivr if you don't have the proper license

Verstuurd vanaf mijn SM-G935F met Tapatalk

[Jerm79]

Remotely is possible depends of your licences. Go to licences overview in your site Explorer or ccmweb. Check your ivr port licences.

What would I be looking for?

We are looking for the type op ivr licences. If you log into serverip/ccmweb then goto help-about. Here you can found your licences overview.

We can help you finding a solution for question. Not all options are available in the ivr if you don't have the proper license

Verstuurd vanaf mijn SM-G935F met Tapatalk

Is this the info you're after?

Contact Center - Maximum licenses available:
 
CCMWeb
Starter Pack type:       Contact Center
Voice Agents:       915
Multimedia Agents:       0
Concurrent Agents:       305
System Administrators:       4
 
Workforce Scheduling
Workforce Scheduling Agents:       0
Workforce Management Integration:       No
 
Other
Oaisys Tracer:       Yes
Third Party Call Recording Connector:       No
CTI Developer Toolkit:       Yes
Microsoft CRM Connector:       Yes
SalesForce.com Connector:       Yes
High Availability:       No
        
        
        
        
Network Licensing
CC Network License:       Yes
 
Business Reporter
MiVoice Business Reporter Starter Pack:       Yes
Call Accounting license:       Yes
Extension licenses:       1600
Business Reporter Client Licenses:       0
 
Contact Center Softphone:       0
 
IVR Routing
Messaging and Routing Starter Pack:       No
IVR Starter Pack:       Yes
IVR Redundant Starter Pack Add-on:       1
Messaging and Routing Ports:       0
IVR Ports:       60
Redundant IVR Ports:       20

[bigsin]

You have the most advanced licenses, so you have no limitations in your system.

What I would do

1) Create a SQL Database X
2) Create a Table with at least 2 columns (Column A and Column B)
3) Fill in in Column A a name and in B the value 1,2,3 or 4
[Yoursite IVR]
4) In IVR Create a database provider to this Database
5) Create an "unspecified" Variable (For example "Var_Toggle"
6) add query to your callflow so you get the result  1,2,3 or 4 and save it in Variable "Var_Toggle"
7) Add a Compare Variable based on variable "Var_Toggle"
  Case 1 do this
  Case 2 do that
Etc

If you change the value in the SQL table the callflow will react differently.

If you create a new callflow in the IVR with a menu(4 branches, press 1 Will update  table to 1, press 2 will update  table to 2 etc )
Use Update queries for each branch.
Then you can update the SQL table by Phone