[cisco-voip] how to force CAD agent to ready status

[Scott Kee]

I need to reprogram my company's Helpdesk script.  I will use skill based routing.

I am creating 2 CSQs.  When the 1st queue is full I want the call to be routed to the 2nd queue.  If agents are ready, answer the call... however I want to force the logged-in but not ready agents to READY status if all the agents in the 2nd queue is full.

What step do I have to use in the script to accomplish this?

 

thanks for your help.