<div>Yes to what's been stated thus-far. In IPCCx/UCCx when you queue a call to a CSQ that CSQ just gets "added to the list" of CSQ's that can field that call. This is the reason when you use a de-queue step you can either de-queue from all CSQ's or de-queue from only specific CSQ's. If you look through the MIVR traces you can actually see the list of valid CSQ's for a given call growing after each enqueue step.</div>
<div><br clear="all">Matthew Saskin<br><a href="mailto:msaskin@gmail.com">msaskin@gmail.com</a><br>203-253-9571<br><br><br></div>
<div class="gmail_quote">On Thu, Oct 1, 2009 at 8:35 AM, Matthew Loraditch <span dir="ltr"><<a href="mailto:MLoraditch@heliontechnologies.com">MLoraditch@heliontechnologies.com</a>></span> wrote:<br>
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<p><span style="FONT-SIZE: 11pt; 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.</span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: #1f497d">HTH</span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: #1f497d"> </span></p>
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<p><b><span style="FONT-SIZE: 11pt; COLOR: black">Matthew Loraditch</span></b><span style="FONT-SIZE: 11pt; COLOR: black"><br>1965 Greenspring Drive</span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: black">Timonium, MD 21093 <br><a href="mailto:support@heliontechnologies.com" target="_blank"><span style="COLOR: black">support@heliontechnologies.com</span></a><br>(p) (410) 252-8830<br>
(F) (443) 541-1593<br><br>Visit us at <a href="http://www.heliontechnologies.com/" target="_blank"><span style="COLOR: black">www.heliontechnologies.com</span></a> <br>Support Issue? Email <a href="mailto:support@heliontechnologies.com" target="_blank"><span style="COLOR: black">support@heliontechnologies.com</span></a> for fast assistance!</span><span style="FONT-SIZE: 11pt; COLOR: #1f497d"></span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: #1f497d"> </span></p>
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<p><b><span style="FONT-SIZE: 10pt">From:</span></b><span style="FONT-SIZE: 10pt"> <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <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> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> Re: [cisco-voip] uccx agent selection?</span></p>
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<p style="MARGIN-BOTTOM: 12pt">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.</p>
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<p>On Tue, Sep 29, 2009 at 6:43 PM, Countryman, Edward <<a href="mailto:Edward.Countryman@provena.org" target="_blank">Edward.Countryman@provena.org</a>> wrote:</p>
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<p><span style="FONT-SIZE: 11pt; 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>
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<p><span style="FONT-SIZE: 11pt; 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>
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<p><span style="FONT-SIZE: 11pt; COLOR: #1f497d">Any thoughts on this would be appreciated?</span></p></div></div>
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<p style="MARGIN-BOTTOM: 12pt"><br><br clear="all"><br>-- <br>Ed Leatherman</p></div></div></div></div><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>
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