CFD users tatus routing

[tronic]

Hi All,

Hoping some one can help as i can't get it working.

I have a large client that is migrating from an Avaya system. On the Avaya they can change the status of the Queue/Hunt Group and route accordingly.

I know i can do this with all agents being logged out or via status. But each site has around 10 phones that are user specific. So to do this they would need to make all the phones DND.

So currently a site with say 10 phones can press 1 button and the whole Queue then routes to a different routing location. There is around 100 Queues.

Long term i guess i could use the new groups features so each Group has its own time scheduling and day night, but I would need option to force day or night per group as well.

What i'm trying to do is a have a CFD project that looks at a single users status and then based on that routes to Queue 1 or Queue 2.

So if this user is available all phones ring in Queue 1 and all 10 phones ring and if they are DND or Away then to Queue 2 where all 10 phones don't ring.

The CFD has the status look up but i can't get it to work.

Any help you can provide would be most welcome.

 

[edossantos]

You should be able to do this by checking the extension's status using the Get Extension Status component. Then, you need to check if the status is what you need, for example, you can use this expression to check if it's Available:
EQUAL(getExtensionStatusComponent.CurrentProfileName,"Available")

The profile names you can use to compare are the following:

• Available: "Available"
• Away: "Away"
• Do Not Disturb (DND): "Out of office"
• Lunch: "Custom 1"
• Business Trip: "Custom 2"

 

[tronic]

Thanks so much, Edossantos. Using your help it now works. Routes based on time and a single extension status which i set to a phone button.