[cisco-voip] CRA Design Question

[Nick Marus]

Got a general CRA design question. Just looking for some input.

Looking at a Call Center designed around a multi-teir model. Calls
come in at tier 1, get resolved or then escalated to tier 2 and then
tier 3.

In order to get accurate reporting for each tier, and still give the
agent a method of manually escalating a call to a higher tier, should
this be designed as multiple scripts with seperate trigger points,(ie
1 for each tier)? or is there some better way?

And getting calls escallated manually between tieres, is a call
transfer to the tier trigger point the only way to do this?

-- 
Nick Marus
nmarus at gmail.com