Interaction Attendant Enhancements

Interaction Attendant includes these enhancements:

• Dynamic Routing Option
  Several nodes in Interaction Attendant now have the option for dynamic configuration. With the dynamic configuration option, a value specified in a call attribute can be used for routing purposes. For example, instead of having to hard code the queue name in the Group Transfer node, it is now possible to use a call attribute to specify the destination queue. The call attribute can be set based on a database or SOAP lookup, allowing for dynamic routing based on external data lookups.

• Callback request announcement
  A new option in Interaction Attendant allows a final prompt to be played as soon as a callback request is scheduled. This prompt can be used to specify that the callback request has been placed in queue and to set expectations with the customer. 

• Callback request Caller Data Entry option
  This option allows a value entered through the Caller Data Entry node to be used as the callback number.  This feature allows a caller to enter a different number for the callback. 

• When evaluating data (logical expression or selection node), an additional option specifies the data type. Both string and numeric data types are available to evaluate expressions.

• Add/Remove skill option as In Queue Action
  You can use this feature, for example, to remove required skills after an interaction waits for a specified duration.

Attendant Add/Remove Skill Queue Operation