Default Skill Group

Overview

NOTE:  This article applies to sites using multimedia voice call routing

• If your call flow ever runs the risk of routing to the multimedia service without an appropriate tag or shortcode appended, the application will not know which skill group it should be sent to. The call will be disconnected
• This can be corrected by creating a "Default" skill group using the settings below
• This allows any call that reaches the virtual handsets registered to the multimedia service to be forwarded to a single skill group of choice best equipped to handle unassigned calls

Please reference this article for a more thorough understanding of where and how to build a new skill group

Steps

1. As an Admin level user, navigate to Multimedia Configuration > Multimedia Skills
2. Select Add Skill...
   
   
   
   
3. In the new skill configuration menu:
   
   1. Set the Skill Name to "Default"
      
      
      
      
   2. Add a Skill Routing Identifier of "NoTag"
      
      
      
      
   3. Configure these settings in the Queue Overflow 
      
      
      
      
      1. Select No Agents Enabled in Skill
         
      2. Select the best qualified existing skill group to handle any call that was not properly tagged (IPOffice Sales in the example below)
         
         
         
         
4. Save your skill group settings and exit

NOTE:  Ensure no agents are assigned to the Default skill group or the overflow will not happen

• Pro Tip: Once you have a default skillgroup, Occasionally review your inbound calls in Cradle to Grave to check for calls that are routing through the Default skill group to help identify any call routes that are not properly configured. Reference the Tag field and the DNIS columns for more details.
  • NOTE: The Tag and DNIS columns may be hidden by default. Simply right-click on any column header to see the option to add missing columns.