[cisco-voip] 2 IPCC 4.x queueing questions

[Patrick Mowry]

Hello,

  I have a customer that has two sets of agents.  There request is that
if a call for billing comes in and the billing agents are busy, it
should be routed to the tech support group to handle the call.  If the
tech support group determines the call has to be handled by a billing
agent specifically, they want to transfer the call back into queue with
high priority and to the billing agents only.  And just to complicate it
they want an estimated wait time played while on hold for all queued
calls.

  I'm looking at a single queue (because of the estimated wait time
requirement) with skills sets to separate the agents, and a separate
trigger point for the transferred calls to flag it differently to be
handled by the billing agents only.

So I have 2 questions.  Does this sound like a good solution or should I
initially queue the call to 2 queues instead of using skill sets?

I have not needed to transfer a call from an agent back into IPCC
before.  I have checks to catch calls that reach IPCC via CFD_all and
the like to prevent calls from looping.  Are there any gotcha's I should
be aware of for an agent transferring a call back to IPCC, but to a
different trigger point?

Thanks and happy Holidays,

-Patrick