[cisco-voip] uccx agent selection?

[Matthew Loraditch]

We just had someone do this for us and I am looking at the script now and this is precisely how they wrote it nested ifs based on thresholds and as thresholds are met calls are added to the queues of my overflow agents in addition to staying the default queue, and the calls loop back through every so often to check the thresholds and enter the addt’l queues as needed.
HTH


Matthew Loraditch
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From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ed Leatherman
Sent: Tuesday, September 29, 2009 7:03 PM
To: Countryman, Edward
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] uccx agent selection?

I vaguely remember something about nesting select agent steps to add a caller to another queue while leaving them in the previous one.. maybe give that a try? Never had to do it myself.
On Tue, Sep 29, 2009 at 6:43 PM, Countryman, Edward <Edward.Countryman at provena.org<mailto:Edward.Countryman at provena.org>> wrote:

In one of my call centers I have two groups that handle different caller needs.  The caller selects which group they need upfront and are queued to that group for the next available agent.



What would be the appropriate way to configure this if I wanted these groups to be able to back each other up after an initial wait time period?   Skill based routing would let me do this but without the initial time period.  Resource groups don’t seem to allow this either.



Any thoughts on this would be appreciated?

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--
Ed Leatherman
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