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Call type vs Skill group

we are using IPCCE 7.1 with CVP 3.1 as routing client, we had four call types leading to same skill group(one skill group) with

Different priorities, the problem is that when looking to the ASA  at the four call types it is totally different from the ASA for the skill group, we need to know the exact  reason for this difference .

1 REPLY

Re: Call type vs Skill group

It mainly depends on your scripting.  Do a search on this forums on how to properly script to ensure good reporting.  Additionally, stick to call type reporting and don't look matching columns in skill group reporting you're just going to get yourself all sorts of confused since they will never match.

david

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