IPCC ent 22.214.171.124, CVP 3.1, CCM 4.2.3
We have a setup where calls are queued at each site and play messages at each site (stored on the local gateway). One of our call centers is shutting down, and we are going to keep the equipment there. There are skill groups (example sales, service) at each site which do the same thing and answer the same questions, just geographically separated. My question is, if I just change the queue to skill group to another site, will the queuing actually go over the WAN, or stay local as it always has? I figure I could either make the agents in other sites part of that location's skill group (which works, just more of a headache for supervisors), or keep the scripts basically the same for that location, just change the queue to skill group to the other locations instead of that local skill group. Any ideas?