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Agent accessible from multiple apps

Can an agent be accessible from two different apps?

Example:

One application present the caller with a series of menu prompts to get to their desired group (1-GroupA, 2-GroupB, 3-GroupC, 4-GroupD). The script then connects the caller the the agent or queues them if none are available. If they are queued it will tell them there are x callers ahead of them.

Another Application is setup that the caller dials a specific number for the particular group (111-GroupA, 222-GroupB, 333-GroupC, 444-GroupD). It would then connect the caller to the agent or queue them if none are available. If none are available it would que them and tell them there are x callers ahead of them.

All of this is using skills, not resource groups.

Would the queue counter keep the correct increments regardless of how the call arrived in the queue?

Thanks,

Doug

1 REPLY
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Re: Agent accessible from multiple apps

The agent can only be accessible from one application.

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