[cisco-voip] Agents Selectively Answer Queues

[Brian Meade]

Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1
skill?  That will allow the calls to roll over automatically if everyone in
Tier1 is not ready.

On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

> We have tier 2 agents. Generally we want them to only answer their calls,
> but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I’ve
> never had this scenario before, but my only thought so far was secondary
> logins that will have both Tier 1 and Tier 2 skills. We do not want to
> queue the calls to another queue when thresholds are met nor do we want
> managers hot-adding skills.
>
>
>
> Am I missing any options here?
>
>
>
> Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
> Network Engineer
> Direct Voice: 443.541.1518
>
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