Im trying to build a script and i dont find the way to make it.
There is what i need to do...
We have one CTI Numbre linked to this script... 3 CSQ and 3 SKILL..
Each CSQ have a diffÃ©rent priority. Urgent, SpÃ©cial and Normal...
Each Skill is associate with the same name CSQ
CSQ1 = SKILL1 CSQ2 = SKIIL2 CSQ3- SKIIL3
We have 2 agent group
The first group have SKILL2 and SKILL3 set to 10 (High) and SKILL1 set to 1..
The second Group have SKILL1 and SKILL3 set to 10 anD SKILL2 set to 1
So... There is what the group 1 shoul be able to do..:
All call for CSQ2 AND CSQ3 should be always affected to this group...But if ther are idle, they could be able to answer the call from the CSQ1
There is what the group 2 shoul be able to do..:
All call for CSQ1 AND CSQ3 should be always affected to this group...But if ther are idle, they could be able to answer the call from the CSQ2
The thing is that the priority of each CSQ Must be respected...
How can i make it works??
If some one know how, please let me know....
(If me english is not clear...or is you dont understand the meening of my mind.. i can try to make a picture of what im trying to explain...)