Softdial Scripter™ - Step Library

Set Session Destination Hints

From V10.7.1542 - Used for In-Queue Scripting. Sets a destination hint agent/ user and/ or queue for the session.

It can often be useful to assign a call to a specific agent; for example, if a customer has previously had a successful call with a particular agent, it is likely that the customer will remember that agent and will prefer to speak to them again.

Hints are a means to assign information to a session while the session is still in queue.

For example, a call in a queue could be used to review a database entry. This can then be used to set an agent hint against the call, setting a preferred agent to be dequeued to.

Inputs

1.	Hint Agent	(Optional)	If defined, the session will be dequeued as soon as possible to the defined agent. This will occur irrespective of the session’s position in the queue. Use either Hint Agent or Hint User, not both
2.	Hint User	(Optional)	The user that the ASD should attempt to connect the session to. The ASD will select a valid endpoint for the user. Use either Hint Agent or Hint User, not both
3.	Hint Queue	(Optional)	The overflow address for the session if the Hint timeout for the queue is reached and the Hint Agent/ User has not become available.
4.	Destination Failure Behaviour	(Optional)	If the Hint Agent/ User provided cannot be reached (for example, if the hint Agent has logged out) or a timeout is reached before the session can be dequeued, then the behaviour defined here will occur. Select from Drop - ends the call immediately Queue - removes the hint and queues the call to the queue in the normal way for this queue Overflow - overflows to the queue’s overflow destination
5.	Hint Timeout	(Optional)	The timeout (in seconds) when waiting for a Hint Agent/ User to become available to handle the session. After this time, the call will proceed with the Destination Failure Behaviour.

Fig. 1 - Set Session Destination Hints - Inputs