[cisco-voip] UCCX 8x. - Agent Personal Queue Question - Dequeue to Overflow verses add secondary resource

[Max Harmony]

>
> Team,



> I am writing a script for Agent Queue on UCCX 8x, and I want a secondary
> agent to be able to answer calls for this Queue when the primary Agent is
> on Break or Logged out .



> I am thinking two options:



> A. Dequeue to Overflow Queue



> B. Adding a secondary agent assign skill  level 10 to the Queue
> instead.........but the issue here is that this secondary agent belongs to
> another queue and would need to have a choice whether to answer calls from
> the other Queue.



> What do you think is the best option?
>



-- 
-- 
Grace Maximuangu

CloudPOP/InvictaCloud
www.cloudpop.com

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