There may be a way to do this, but I can't quite piece it together in my head.
Basically we have 1 csq for all of our sales agents, and we have about 3 people in that main queue who speak spanish. I need to put an option on our main prompt for spanish, and then I need those spanish calls to be routed to the agents in our main csq who speak spanish.
I guess that would be problematic, because there would really need to be a separate spanish queue for just those 3 individuals. The problem is that we receive so few spanish calls we can't justify having any of our agents log out of our main queue.
Is there a way for an individual agent to be associated with two separate queues? That way I could just setup a seperate spanish queue and the agent could take most of their calls from our main queue and pickup the spanish calls as they come in. Or is there a way to assign a "spanish" skill to a call in the script and those spanish calls would just sit in queue until an agent with that skill set was available?
Sorry, I had an original plan for this, but I came to some realizations while I was typing it.. Any help would be appreciated.
p.s. running IPCC Express Premium 4.0(4)