Screen pops on multiple agents desktops for same call

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Nov 19th, 2008
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I have IPCC Express Standard Edition 4.0(4) and I am trying to figure out how to have a call come into a CSQ and have CAD open on multiple agents desktops. I dont have skills based routing because I am running the Standard edition so that rules that out. Does anyone have any other ideas as to how I might be able to accomplish this?


Thank you


Adam

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Jonathan Schulenberg Thu, 11/20/2008 - 11:04
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A contact can be presented to only one agent at a time. If the agent fails to answer the call, it tries another agent in the resource group.



FYI- Skills Based Routing was added to the Standard edition in UCCX 5.0(2) - I think. You loose CAD (must use IPPA instead) but if you need the skills routing, it's an option. Read the SRND to confirm:

http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/design/guide/crs502srnd.pdf

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