[cisco-voip] IPCC-X Design Questions

[Christopher M. Bomba]

I have a couple IPCC design questions.

1. If I have a bunch of calls in the queue when the schedule changes to normal business hours to closed business hours how do I send the calls to voice mail?

2. Also if you have a call center that has lets says 25 agents.  Those
25 agents answer the phone for 4 different brands of product.  But at any time those agents might have to start answering for a different brand than the one they usually answer for.  Do you just create 4 different queues and give the agents 4 different logins.  I can't use skills because if one person is better at one product and usually answers the phone for that product, it would work. But that agent might have to answer the phone for another product and if his/her skill for that product is lower, then the probability of he/she getting the call goes down.  (Correct?)  So my thought would be to use the CTI route point the caller hit and match against that and do a screen pop on the
brand:

CTI - 5000 - Brand X

So if a caller calls into the call center and that call uses CTI route Point 5000 then we know he/she is calling for Brand X.  Then when the call is presented to the agent, (which reminds me, does anyone know how to get the screen pop to appear 2 or 3 seconds before the call is presented to the agent) the Brand will pop up on the screen and the agent will know how to answer that call. "Hello, thank you for calling Brand X, how may I help you today".  

3. If I present the caller with two options:
	Option 1 - if you are a customer
	Option 2 - if you are a associate

 How do I keep track of that so after the caller has been in the queue for lets say 5 minutes, I can present them with an option to be routed to voice mail for a callback.  But I want the callers that pushed option
1 to go to one voice mailbox and the callers that push option 2 to go to another voice mailbox, all being in the same queue.

4.  Does anyone know how to send a message to the agents that are logged in but set to not ready when a threshold is broken for calls in queue.
Then send another message to the supervisor if a higher threshold is hit for calls in queue?


5.  Last but not least, does anyone know where you set the option for the agent to NOT go to Ready after they take a call?  Meaning they would manually have to set themselves to Ready after the call is complete.