<html><head><meta http-equiv="content-type" content="text/html; charset=utf-8"></head><body dir="auto"><div>Add the escalation queue and create a script parameter or XML file that is evaluated to determine if the escalation queue is active or not and escalate the call accordingly. The manager can activate it or deactivate it through an IVR app or ip phone service?<br><br>Sent from an Apple iOS device with very tiny touchscreen input keys. Please excude my typtos.</div><div><br>On Sep 3, 2015, at 12:25 PM, Matthew Loraditch <<a href="mailto:MLoraditch@heliontechnologies.com">MLoraditch@heliontechnologies.com</a>> wrote:<br><br></div><blockquote type="cite"><div>
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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"> <a href="mailto:bmeade90@gmail.com">bmeade90@gmail.com</a> [<a href="mailto:bmeade90@gmail.com">mailto: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">MLoraditch@heliontechnologies.com</a>><br>
<b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><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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