Queuing Based on Agent and Skill

Unanswered Question
Feb 25th, 2010

Hi All,


I am in the design phase of an ipcc 7.5 with CVP 7.0 project.
The intended customer is a travel agency with presence in more than one country and agents speaking different languages and having different work skills.

A skill combination required by an agent might be as follows:

Language:Arabic
Country:Kuwait
Work Skill1:support
Work Skill2 :sales


How can i queue a call to a group of agents that has the above skills?

Thanks,

I have this problem too.
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For a long time Cisco have referred to a concept called "N-dimensional routing" as being on their enhancement list. In fact, this was rumoured to be coming in version 7.x, but it did not. Then 7.5, but no. Then 8.x, but I don't think so. Now why is this? I reckon the reason for the delay is because this enhancement is VERY HARD to do. Anyway, that's an aside.

The only way I know is to build the matrix yourself, and assign skills. This is ugly but works.

skill 1 - Arabic_KU_Sales

skill 2 - Arabic_KU_Support

skill 3 - English_KU_Sales

skill 4 - English_KU_Support

etc.

Regards,

Geoff

fabien.damien Fri, 02/26/2010 - 10:23

Hi Geoff,

Thanks for your reply as usual. it is too bad that an enterprise solution does not have this feature whereas UCCX does.

Hopefully Cisco would include it in the upcoming versions.

I'm left with the below solution which is i've seen in other deployments, i thought there might be a more neat way to do it.

Thanks a lot,

Cheers,

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