- Silver, 250 points or more
What is the best way to go about this?
I need to write a script that goes into the database check a single agents availablity and if that agent is available always send the calls to them. If she is not available or logged out, then the call needs to go to a queue where three other agents can handle the call.
How would you accomplish this?
In most cases I would use skills based routing. However I have to match based on called number and handling them differently the same queue. If I did skills based routing, then I would need two queues. One for the first called number and one for the second called number. Set Higher skills for the primary agent of each queue. I would much prefer checking the availablity and placing them into a single queue. If possible. Then again I do not think that is possible since they need to always go to the destinated person if they are available. I'm guess two queus and skills is the best way to go.