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New Member

Agent in multiple queue with IPCC standard

I'm using IPCC 4.0.4 standard and would like to have agents to be in two different queue. Is this possible since I don't have skill base routing available.

I have few agents in CSQ1. If they fail to answer within x minutes , I want to extend the queue to add more agents

Thanks

1 REPLY
New Member

Re: Agent in multiple queue with IPCC standard

You need IPCC Express Enhanced to use skill groups. On the IPCC Express Standard you would put agents in groups associated with a CSQ (no skills and no priority queues). Here are the performance capacity numbers that are relevant to the upcoming IPCC Express Standard version 3.1:

On an MCS 7845:

Number of CSQs is up to 75

Number of CSQs that an agent can associate with is up to 25

Number of CSQs that a call can queue for is up to 25

On all other MCS platforms:

Number of CSQs is up to 25

Number of CSQs that an agent can associate with is up to 25

Number of CSQs that a call can queue for is up to 25

Try:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_integrated_systems_documentation09186a008076572a.html

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