[cisco-voip] IPCC Queues?

[Philip Walenta]

"Skills" based is the only way to have a single agent able to take calls in
multiple CSQ's.  Be wary however because if you have multiple skills in the
same CSQ, and agents with those same skills, you won't really have a good
agent selection mechanism.
 
Skills based routing in express is very basic and you have minimal ways to
target which agent can get picked by skill.

  _____  

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ed Leatherman
Sent: Friday, November 10, 2006 8:35 AM
To: Tech Guy
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCC Queues?


I _think_ you can only have an agent in 1 resource group at a time. But, you
can assign agents multiple skills and use skills based CSQs rather than
resource CSQs. Example, an agent can have "networking" skill and "email
admin" skill, and you could have seperate networking and email admin CSQs,
both could potentially call the agent since they are based upon skills that
the agent has. 


On 11/10/06, Tech Guy <techguy at gmail.com> wrote: 

Can you not have one agent in multiple queues or resource groups?  I either
failed to read that some where or I have failed to see how to do it.

This poses a big problem for me.

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-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations 
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