[cisco-voip] CRA Design Question

[Andrew Dignan]

Yes, a transfer to a seperate trigger is your best option.  If you were
looking to do any custom reporting you could use the GetSession info to
tie the call together in a custom report.

~Andy

> 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
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