I'm being asked if this is possible by my Help Desk Manager, and I can't find a difinitive answer so I'm asking here. Basically, here's what she is asking if UCCX can do:
We currently do all of our queues via skill based routing, with agents having multiple skills. Our call volume has pretty consistant patterns to it, so she would like to optimize that by being able to set schedules for when an agent would have a specific skill.
I think I have a sloppy work around that I can do via scripting but that would involve a lot more workflow than I would like to develop and would be much more static than allowing them to set people to a schedule. Thanks for any help / input.
Script-based solutions using different CSQs (which impacts reports BTW) is your only option for now. Your best bet is to add your name to the enhancement request for a provisioning API. This would allow you to at least write your own script/code that pushed these changes into CCX as-needed. Your Cisco AM can assist you with filing the enhancement request.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...