03-12-2008 07:55 AM - edited 03-14-2019 01:56 AM
Can anyone direct me to information about the easiest way to set set overflow steps, that would send calls from one CSQ (if no agents ready) to another CSQ group to look for a ready agent?
I'd like the system to continue looking for a ready agent in the first CSQ group, while also looking for a ready agent in the second (overflow) CSQ.
I would appreciate any guidance on how to go about setting this up.
We have:
IPCC
CRS - 3.5(4)SR2
OS A 2000.4.4 ASR1
And,
Cisco Application Administration - 3.5(4)
03-13-2008 04:04 AM
AFAIK you can queue call to multiple CSQs.
--
regards,
PK
03-13-2008 04:08 AM
I do the same in a different version of IPCC, when you place the select resource step for the second queue inside the "Qeued" branch of the first Select Resource Step, then the system searches an agent in both queues. You can even put music on hold for a couple of seconds before activating the second select resource step.
hope this helps
03-13-2008 07:10 AM
Thank you very much for your reply and the information. It's good to know it can be done. I'll see what I can figure out. I may be back with more questions.
And, if anyone else has helpful information they can share on this topic, please do.
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