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New Member

Overflow calls from one CSQ to another?

Can anyone direct me to information about the easiest way to set set overflow steps, that would send calls from one CSQ (if no agents ready) to another CSQ group to look for a ready agent?

I'd like the system to continue looking for a ready agent in the first CSQ group, while also looking for a ready agent in the second (overflow) CSQ.

I would appreciate any guidance on how to go about setting this up.

We have:

IPCC

CRS - 3.5(4)SR2

OS A 2000.4.4 ASR1

And,

Cisco Application Administration - 3.5(4)

3 REPLIES
Silver

Re: Overflow calls from one CSQ to another?

AFAIK you can queue call to multiple CSQs.

--

regards,

PK

New Member

Re: Overflow calls from one CSQ to another?

I do the same in a different version of IPCC, when you place the select resource step for the second queue inside the "Qeued" branch of the first Select Resource Step, then the system searches an agent in both queues. You can even put music on hold for a couple of seconds before activating the second select resource step.

hope this helps

New Member

Re: Overflow calls from one CSQ to another?

Thank you very much for your reply and the information. It's good to know it can be done. I'll see what I can figure out. I may be back with more questions.

And, if anyone else has helpful information they can share on this topic, please do.

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