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Hello all,
We are an A.I. lead/call-routing provider with a client on the Avaya phone system (currently on Elite). They don't want to go the Oceana route, so have contracted us to provide the following solution for when a potential customer calls in:
1) Avaya phone system passes us the phone #
2) We respond with the proper routing instructions
In an ideal world, we either pass back a rank-ordered list of all agents (from best to worst) and the system routes it to the highest agent on the list that is currently available - OR - the system passes us the list of all currently available agents along /w the phone # of the incoming call and we respond back with the appropriate agent.
In the solutions we've explored /w Engagement Designer, it seems that the system can only accept one agent ID as a response from us and cannot send us the availability status of the agents.
Because this is a company in an industry with heavy state licensing requirements per agent, we can't accept a situation where if Agent X isn't present the call defaults to a static coverage group because their default coverage for a phone call from California is going to be different than their coverage necessary for a call from Texas.
Are there any other solutions here? Any help would be tremendously appreciated.
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