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

[Jonathan Charles]

Nope, but you may run into reporting issues later...

The key thing here is that you will have a new script that calls the
main script, and a trigger for it that will go to that...


Jonathan

On Dec 27, 2007 9:25 AM, Patrick Mowry <pmowry at getgds.com> wrote:
> Thanks,
>   Just wanted to be sure there was no issue with transferring a call
> back in from an agent.
>
> Happy holidays,
>
>
>
>
> -----Original Message-----
> From: Jonathan Charles [mailto:jonvoip at gmail.com]
> Sent: Wednesday, December 26, 2007 5:21 PM
> To: Patrick Mowry
> Cc: cisco-voip at puck.nether.net
> Subject: Re: [cisco-voip] 2 IPCC 4.x queueing questions
>
> 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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> >
>