Contents

Director Select Queue Tool

This Director tool is intended to select a destination queue using the pre-call scoring criteria defined for the supplied list of Enterprise Groups.

Note: calling this tool affects the state of the system if a queue is returned.

Inputs

Interaction Type

The currently supported types are 0 (calls) and 5 (emails)

Universal ID

This should be a ID that would uniquely identify an interaction throughout its existence across all Director-connected servers

Sequence Number

This should be different every time the tool is called with a given Universal ID, but can be reset when the Universal ID changes.

Originating Server Name

This is an optional value that identifies the server that originated this request.

Originating Server Id

Optional value that is the site ID of the server that originated this request

Originating Interaction Id

This is an optional value that identifies any local interaction ID that the originating server might have assigned.

Enterprise Group Names

This is a list of Enterprise Group names that Director will examine in the order provided to find a suitable destination for the interaction. However, the only condition under which later Enterprise groups will be checked is if earlier ones result in no possible route. In other words, if a score can be calculated it will be. Only if it can’t will Director move on to later Enterprise Groups. Another way of stating this is that the resulting destination queue will be the highest scoring one within an Enterprise Group (the first one that yields a score), not across all supplied groups.

Required Skills

This is a list of skill names that agents must possess to be considered candidates to receive the interaction

Minimum Skill Proficiency

This list, whose values must be parallel to the skill names list, specifies the minimum allowable proficiency level that agents must possess to be considered candidates to receive the interaction.

Maximum Skill Proficiency

This list, whose values must be parallel to the skill names list, specifies the maximum allowable proficiency level that agents can possess to be considered candidates to receive the interaction.

Send Data to Destination

This flag, if set to true, causes Director to send a message to the selected destination containing information regarding the assigned queue as well as the list of attribute names and values supplied in the inputs below. The information can be retrieved (via customization) when the interaction arrives at the destination.

Attribute Names

This list specifies the attribute names that should be sent to the destination server.

Attribute Values

This list, whose values must be parallel to the attribute names list, specifies the attribute values that should be sent to the destination server.

Outputs

Assigned Enterprise Group Name

If the success exit path is taken, this value will be the name of the Enterprise Group of which the selected queue was a member.

Assigned Queue Local Name

If the success exit path is taken, this value will be the name of the selected queue as defined on the Director configuration.

Assigned Queue Remote Name

If the success exit path is taken, this value will be the name of the selected queue as defined on the destination CIC server.

Assigned Server Name

If the success exit path is taken, this value will be the name of the destination CIC server

Assigned Server Id

If the success exit path is taken, this value will be the site ID of the destination CIC server

Assigned server Ip Address

If the success exit path is taken, this value will be the IP address of the destination CIC server server.

Exit Paths

Success

This path will be taken if a queue has been selected.

Failure

This path will be taken if an internal problem is encountered that prevented a valid evaluation of the Enterprise Groups supplied.

No Queue

This path means that the evaluation was completed however no destination queue could be selected due to routing criteria not being met in any supplied Enterprise Group