Hi , I use Contact Center Express 9.0 , I have 10 agent in my Call Center: 7 agents for Arabic call and the other for english but i need that if arabic call come and all arabic agents are busy , the call go to English agents. What should I do on my script to make the agents know this call is arabic or english before they answer .
if you have two CSQ's (one for the Arabic calls, the other for English), use the Get Reporting Statistics step to check the number of "Ready Resources" in the report object "CSQ IPCC Express", with the row identifier set to the name of the Arabic CSQ, and the result to a variable of type int. If this result is 0, then it means there are no available agents at the Arabic CSQ so the call should be routed to the English CSQ.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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