Actually in our deployment, there are two skill groups: agents_SG and experts_SG.
The agents have the ability to transfer calls to experts.
I have 2 ICM scripts, the first one routes the call to an available agent in the agents_SG, and the second will be called by a cti route point to transfer the call to the available expert in the expert_SG.
Kindly can you explain more what do you mean by "set flag in the script" since I'm newbie in the scripting wolrd. do you mean that I have to add a node in both script and if the first script is called, a value of '0' for example will be sent to CAD and if the other script is called, a value of '1' will be sent?
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...