Differences
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| Both sides previous revision Previous revision Next revision | Previous revision | ||
| vendors:cisco:wxcc:callflow [2023/01/06 16:02] – [Create] gerardorourke | vendors:cisco:wxcc:callflow [2023/01/06 16:14] (current) – [Mapping] gerardorourke | ||
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| Line 5: | Line 5: | ||
| * Agent | * Agent | ||
| * Team | * Team | ||
| - | * Skill (not within the Flow - you define which Skill Based Queue and want and then select | + | * Skill (within the Flow you define which Skill you want to use within |
| * Queue - Name, Channel, LAA or Skill | * Queue - Name, Channel, LAA or Skill | ||
| * if LAA -> Select Call Distribution Group (i.e. Teams) | * if LAA -> Select Call Distribution Group (i.e. Teams) | ||
| * if Skill -> Select LAA or Proficiency - and select which Teams can be used. (you MUST select at least one Team) | * if Skill -> Select LAA or Proficiency - and select which Teams can be used. (you MUST select at least one Team) | ||
| - | * Note: a skill is not configured directly in the Queue config | + | * Note: a skill is not configured directly in the Queue config. It is configured in the IVR Flow within the Queue element. |
| * IVR Flow | * IVR Flow | ||
| ==== Mapping ==== | ==== Mapping ==== | ||
| - | Dialed Number -> Entry Point -> Routing Strategy -> Flow -> Prompts / Queue | + | Dialed Number -> Entry Point -> Routing Strategy -> Flow -> Queue (which teams?) -> Skill (configured in the flow) selects skills (if its a skill based queue) -> Select Agent |
| * Routing Strategy -> Select Entry Point | * Routing Strategy -> Select Entry Point | ||