<div dir="ltr">You could have it read the CSQ name from a DB or XML file to allow changing the CSQ to one with both sets of agents when needed. Then you just need a web front end for the managers to use.</div><div class="gmail_extra"><br><div class="gmail_quote">On Thu, Sep 3, 2015 at 1:25 PM, Matthew Loraditch <span dir="ltr"><<a href="mailto:MLoraditch@heliontechnologies.com" target="_blank">MLoraditch@heliontechnologies.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">We only want them to get Tier 1 calls when the managers decide for them to.<u></u><u></u></span></p><span class="">
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: <a href="tel:443.541.1518" value="+14435411518" target="_blank">443.541.1518</a></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><br>
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</span><p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> <a href="mailto:bmeade90@gmail.com" target="_blank">bmeade90@gmail.com</a> [mailto:<a href="mailto:bmeade90@gmail.com" target="_blank">bmeade90@gmail.com</a>]
<b>On Behalf Of </b>Brian Meade<br>
<b>Sent:</b> Thursday, September 3, 2015 1:20 PM<br>
<b>To:</b> Matthew Loraditch <<a href="mailto:MLoraditch@heliontechnologies.com" target="_blank">MLoraditch@heliontechnologies.com</a>><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] Agents Selectively Answer Queues<u></u><u></u></span></p><div><div class="h5">
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<p class="MsoNormal">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.<u></u><u></u></p>
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<p class="MsoNormal">On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch <<a href="mailto:MLoraditch@heliontechnologies.com" target="_blank">MLoraditch@heliontechnologies.com</a>> wrote:<u></u><u></u></p>
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<p class="MsoNormal">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.<u></u><u></u></p>
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<p class="MsoNormal">Am I missing any options here?<u></u><u></u></p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"><span style="font-size:10.0pt">Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA<br>
Network Engineer<br>
Direct Voice: <a href="tel:443.541.1518" target="_blank">443.541.1518</a></span><u></u><u></u></p>
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