Queue to SkillGroup Overflow based on time

Unanswered Question
Nov 23rd, 2008

I have two skillgroup like QtoSG1 and QtoSG2

1.The call has to wait for 15 sec if agents are busy at QtoSG1. or

2. The call has to come back to QtoSG1, if are available within the wait time 15 sec.

3. The call has to forward to QtoSG2, if it exceeds the wait time 15 sec.

To do this at scripts, shall i use “External Run Script node” in between the QtoSKG1 and QtoSKG2?

I have this problem too.
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This sound like UCC Enterprise with CVP. Correct me if I'm wrong.

Enter the "Queue to SG1" node and connect the success port to your "Run External Script" node which plays 15 secs of music.

Then send that to the "Queue to SG2" node. The call is not dequeued from SG1, so if one of those agents becomes available at (say) the 20 sec mark, then they get the call.

If you want to explicitly dequeue from SG1, you can add a "Cancel Queuing" node.


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