This example shows you how to create a whitelist which allows some callers to be routed to an ACD group always, but other callers can be handled differently depending on other criteria such as opening times.
It makes use of the Start 2 entry point to the ACD group to bypass rules attached to the Start entry point for normal callers.
Never used that trick before? Then read on ...
First of all create a list using System Settings ... Lists.
The first column in the list will be the caller ID, the second column is the name of the entry - for informational purposes only.
The goal is to:
The routing is configured as follows:
Each of the objects is parameterised as follows:
This will check the whitelist by searching for the caller ($caller) in the first column of the list.
We don't need to save any variables here - it's enough to know whether the entry was found in the whitelist or not.
This is the VIP entry to the ACD. This we parameterise with a higher priority, and enter at Start 2. This is important as we will see further below.
This entry to the ACD is given a call priority 50 (lower), and entry point Start:
In order that VIPs found in the whitelist will bypass the rules attached to the start of the group, all rules regarding:
are attached to the Start check point in the ACD group. Since VIPs and special callers in the whitelist will be routed to Start 2 by the IVR application, they will bypass these rules and always end up in the group. |