inContact Developer Discussion

[avallega]

Hi,

I wanted to know if there is a way to allocate calls based on percentage. I have a script that "transfers" all calls coming from a certain 1-800 immediately to another number which is a call center. They wanted me to do this instead.

85% of the calls will go to call center#1 & 15% to client main office.

How do I program this in the script?

Would appreciate any help I can get.

thank you

Alejo Vallega

Technology Supervisor

Fineline Solutions

[logos]

The sweet sweet joy of statistics and randomnization will solve your problem easily!

Generate a random number between 1 and 100 using a VBSCRIPT action.

Add an IF statement like this:

if randonNumber <= 85

true->TRANSFER to call centre #1

false->TRANSFER to client main office

Sit back and bill the client for 9hrs work.

[avallega]

Thanks for the reply Tyler.

Have you tried this yourself?

Would you be willing to share as it applies to an actual IVR script?

Alejo Vallega

[logos]

Have I used random numbers from VBSHELL before?  Yes, but not in the way you'd want to used them.  Here's an example of a VBSHELL that would generate random numbers 1-100:

dim myRandomNumber
Randomize
myRandomNumber=Int((100)*Rnd() + 1)
Assign "myRandomNumber", myRandomNumber

You can now use the variable myRandomNumber, which will have a value between 1 and 100, in your script.

[HSinberg]

Here's a real quick and dirty way to get a pretty good approximation of (for example) 70/30 distribution:

Look at the last two digits of the ANI.  If it's 00-69 route one way, 70-99 another.

HS