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.<br><br><div class="gmail_quote">On Tue, Sep 29, 2009 at 6:43 PM, Countryman, Edward <span dir="ltr"><<a href="mailto:Edward.Countryman@provena.org">Edward.Countryman@provena.org</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div lang="EN-US" link="blue" vlink="purple">
<div>
<p><span style="font-size:11.0pt;color:#1F497D">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. </span></p>
<p><span style="font-size:11.0pt;color:#1F497D"> </span></p>
<p><span style="font-size:11.0pt;color:#1F497D">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.</span></p>
<p><span style="font-size:11.0pt;color:#1F497D"> </span></p>
<p><span style="font-size:11.0pt;color:#1F497D">Any thoughts on this would be appreciated?</span></p>
</div>
</div>
<br>_______________________________________________<br>
cisco-voip mailing list<br>
<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
<br></blockquote></div><br><br clear="all"><br>-- <br>Ed Leatherman<br><br>