How to configure skill dependency on Message Busy

Introduction

With skill dependency you can overwrite the escape skill on message busy, based on your current skill. This is useful when each skill has its own Office365 voicemail.

 

Requirements

• A default configured UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.

 

Example

Below an example if you want to have a language dependent escape:

 

If you skill isn't in the dependency list, it will use the default. In this case "BackOffice".

 

Configure

1. First make sure you have all the Skills you need.

2. Go to your IVR Questions list

3. Edit the Message Busy

4. Make sure you have an action selected with a skill

5. Check the Enable Skill Dependency box

6. Click on the Add icon

7. Map your source skill (skill the user is in) to the destination skill (skill the user needs to go to)

8. (Optional) Repeat for each skill

9. Click on Update

10. Save item

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