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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>We just had someone do this for us and I am looking at the
script now and this is precisely how they wrote it nested ifs based on
thresholds and as thresholds are met calls are added to the queues of my
overflow agents in addition to staying the default queue, and the calls loop
back through every so often to check the thresholds and enter the addt’l queues
as needed.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>HTH<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:black'>Matthew Loraditch</span></b><span style='font-size:11.0pt;
font-family:"Calibri","sans-serif";color:black'><br>
1965 Greenspring Drive<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:black'>Timonium, MD 21093 <br>
<a href="mailto:support@heliontechnologies.com"><span style='color:black'>support@heliontechnologies.com</span></a><br>
(p) (410) 252-8830<br>
(F) (443) 541-1593<br>
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Visit us at <a href="http://www.heliontechnologies.com"><span style='color:
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assistance!</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
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color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Ed Leatherman<br>
<b>Sent:</b> Tuesday, September 29, 2009 7:03 PM<br>
<b>To:</b> Countryman, Edward<br>
<b>Cc:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] uccx agent selection?<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'>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.<o:p></o:p></p>
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<p class=MsoNormal>On Tue, Sep 29, 2009 at 6:43 PM, Countryman, Edward <<a
href="mailto:Edward.Countryman@provena.org">Edward.Countryman@provena.org</a>>
wrote:<o:p></o:p></p>
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<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><o:p></o:p></p>
<p><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></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><o:p></o:p></p>
<p><span style='font-size:11.0pt;color:#1F497D'> </span><o:p></o:p></p>
<p><span style='font-size:11.0pt;color:#1F497D'>Any thoughts on this would be
appreciated?</span><o:p></o:p></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'><br>
_______________________________________________<br>
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<br>
-- <br>
Ed Leatherman<o:p></o:p></p>
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