My customer wants to have agents handling voice and email calls with prioritisation. They have one voice queue but several email queues and want to assign weights to each. Strict prioritisation won't work as emails need to become more important than voice calls if they remain unanswered for a long period. I've seen something using call age on another system where high priority calls just get assigned a high queued time so that they become the oldest call in the queue. That allows low priority calls that have been waiting to eventually get answered. I was thinking that maybe I can play with priority in scripts, but how to call scripts for email CSQs?
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...