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

[Jonathan Charles]

OK, you need IPCC Enhanced to do skills-based routing, no big deal if
you have it.

Assign the sales people a skill of 10 in sales and the tech support
people a 5 in sales.

Create a new JTAPI trigger and script that the tech support guys can
call and will set priority 10 on the call and then call the other
script in a subflow (with the actual select resource step) and pass
along the variables (priority, etc...)

Easy.



Jonathan

On Dec 26, 2007 9:19 AM, Patrick Mowry <pmowry at getgds.com> wrote:
> 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
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