[cisco-voip] Agents Selectively Answer Queues

[Matthew Loraditch]

We only want them to get Tier 1 calls when the managers decide for them to.

Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518

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From: bmeade90 at gmail.com [mailto:bmeade90 at gmail.com] On Behalf Of Brian Meade
Sent: Thursday, September 3, 2015 1:20 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Agents Selectively Answer Queues

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<mailto: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<tel:443.541.1518>
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