I'm using CRS 4.0(4). A customer wants the ability for agents to login to different CSQ's depending on the call volume. For example, AgentX logs into BillingCSQ and takes calls. Then, when SalesCSQ gets too busy, AgentX logs out of BillingCSQ and logs into SalesCSQ. Does anyone have a recommendation on how to do this? I would rather not have the administrator login to appadmin and add/remove agents to the CSQ.
One idea is to build 'dummy' agents and have agents log in and out as AgentX or AgentXDummy depending on which CSQ they wanted to be part of. Is this a viable option? Does anyone have a solution for this? Also - does anyone know if this feature is being considered in the future?
Couldn't you do this using overflows between CSQs using a couple of select resource steps (the 2nd under the 1st Q)?
CSQ2 (Sales CSQ)
Have the CSQs set in the script as parameters. In normal operation have both CSQs the same eg both Billing. If billing's getting busy the you can put sales into the overflowQ? You can put a delay between the CSQs aswell.
If you go this route you may want to have a dummy wallboard CSQ at the top for call contact stats?
This still requires logging onto AppAdmin, but may be another option.
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