I am working on an implementation where using the desktop agent is not an option. Instead I am using the phone agent which is working great. The only issue I see so far is that if I am using Skill based CSQs and an agent is part of two different Skills if he receives a call and the agent was in the Agent Screen, the agent is not able to ID from which Queue the call came from.
What I have done is create different CTI route port groups and naming them in Call Manager with the actual name of the queue. This displays the name of the queue but still if the agent is in the Phone Agent the screen covers the name and can only see the CTI route port number taking away the information they need to see.
Is there a different workaround? I was thinking about providing the agents with a warning message before connecting the call with the caller but I am not sure how this can be done.
Any pointers greatly appreciated.
allen
