Is a If clause possible within a "que to skillgroup" ?

Unanswered Question
Apr 20th, 2009
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Hi out there,

I have a script wich sends the caller to a "que to skillgroup"-object, plays music and repeats until an agent is available.

Now i have to change so that after the music is played i check if an agent in an other skillgroup is available and if yes to send him to this agent.

Now ißm not shure if the way i think about is generally possible:

"queue to skillgroup-> set promp/music-> play prompt/music-> "if laa other skillgroup==1 true: cancel queueing -> set new calltype-> send to agent false:use a line connector to jump to the play prompt/music.

Is it generally possible to set an if-clause for a call wich is queued?



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david.macias Mon, 04/20/2009 - 05:45
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Yes, the queue to skillgroup node has a consider if clause which allows you to consider X skill group if laa = 1. One small change I would do is I would not dequeue the call form the first skill group, the reason being that it's possible (but rare) that even though the LAA = 1, in that split second that agent becomes busy and now your call has been removed from the previous queue and is only queued to the second skill group.


chrisluven Mon, 04/20/2009 - 06:00
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Thanks for your reply!!

I will implement it and see how it works.




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