UCCX single trigger with multiple CSQ based on ANI

This lab is to use script to choose CSQ based on which calling number is matched. Calling number 2003 is preferred to match US-CSQ and 2004is to match HK-CSQ

Create two skill groups

 

Assign the agent to the skill group without resource group

Create two CSQ’ based upon skill groups.

 

Create application and associate it with trigger number. Leave CSQ option empty because depending on ANI, our script will pick one.

Set callingnumber value as blow:

 

Drag “get call contact info” to script followed WelcomPrompt

Edit property set the value of Calling Number to “callingparty” which defined in the previous step.

Drag IF selecting function to script after getting calling number.

Set the condition value to

Put “set” to make a decision based on if calling number is matched, then set CSQ values accordingly.