INBOUND: call routing base on agents language

[s0lid]

Hi,

Does vicidial have this feature? This is the scenario, the client have 3 languages(english,chinese,japanese), most of his agents can speak 3 language and some of them only 1 or 2. They have an ivr that points the customer to which language they want to use and the system will automatically go to the available agent base on what language does he/she know.

[mflorell]

I have done this before for clients using different in-groups for each language. you can then even rank the agents based on their skill in each in-group so that the more skillful agents in one in-group get those calls first.

[s0lid]

I have done this before for clients using different in-groups for each language. you can then even rank the agents based on their skill in each in-group so that the more skillful agents in one in-group get those calls first.

oh yeah, now i understand how it works thanks a lot!

[ramindia]

Hi Matt

just trying to understand how that works, can you elaborate more on that.

like rated agents to get calls first , then godown later calls to lower level

how about specific language, to send to the regional language agent.

ram

[mflorell]

In your case you would create some extensions.conf entries for choosing a language, then you would redirect the caller to one of several extensions that would each have an agi-VDAD_ALL_inbound entry with different in-group's defined on each.

For the agent ranking, you would need to set that in each agent's record after you had created your in-groups in the admin interface.

[s0lid]

Is it possible to just uncheck the in-group of one user so even if he chooses all in-group in the agent's login he won't to be able get calls from that in-group?

[mflorell]

The checkboxes in the users modification page are actually only used if the "agent choose ingroups" is set to 0

If the agent is able to choose in-groups the only way to restrict in-groups is by the campaign "allowed in-groups" settings