Queue Overflows

Unanswered Question
Jun 29th, 2009

Any suggestions on the following environment:

I deliver calls into 2 x CSQ based on geographical location of the caller. If that call is not answered within a certain time, we want to move the call into a global CSQ. I do not really want to set up different CSQ's as this would require 3 CSQ's for each group.

I will be using CCX7 enhanced.

Any ideas

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
jmorlan Tue, 07/07/2009 - 15:16

If your existing CSQ's are resource based, then simply add a new CSQ that is skill based. Give the agents the skill to answer the Q.

In your script, simply add the call to the global Q after your desired time.

Actions

This Discussion