IPCC Express Minor Scripting Help Needed

[pratik.rb]

Hi Pros,

Attached is the script which I have created. I have 3 resource groups. Each assigned to a CSQ (so 3 CSQs too). Now I need to configure the script such that if CSQ 2 & 3 (nonapplications & hardware) agents are busy then the callers are held in queue, but if agents are not logged in or not ready then call should be redirected to CSQ 1 (applications). I'm really not sure whether this is possible & how to configure it. Any help will be most appreciated.

Pratik

[sanjeev.thallikar]

Attached is a Sample script that I created for this purpose. Check out how you can get the statistics and then take suitable actions

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[sanjeev.thallikar · Accepted solution]

The script attached earlier is in 3.5.2 version. In case you cannot open it, attached is a screenshot of the same.

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