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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.<o:p></o:p></span></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><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: 443.541.1518</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><br>
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<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"> bmeade90@gmail.com [mailto:bmeade90@gmail.com]
<b>On Behalf Of </b>Brian Meade<br>
<b>Sent:</b> Thursday, September 3, 2015 1:20 PM<br>
<b>To:</b> Matthew Loraditch <MLoraditch@heliontechnologies.com><br>
<b>Cc:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] Agents Selectively Answer Queues<o:p></o:p></span></p>
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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.<o:p></o:p></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:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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.<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Am I missing any options here?<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;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><o:p></o:p></p>
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