I need to make a change on one of the scripts on one of our CRS servers. In the enclosed script I need the caller to be routed to a second CSQ if the call is not answered after a period of time. Then transfered outside of the system if it still is not answerd after another period of time.
What you are asking for is a bit complex to setup properly, but I will get you going in the right direction. Attached is a screenshot of some script changes you will need to make in order to queue to a second tier of support after a configurable amount of time. You can use this same logic, to expand the script to a third tier, which would use the Call Redirect Step to send the call outside the Call Center.
This is the kind of work Cisco partners look for. If you interested in further, or more in depth professional services, please send me a private message. Thanks.
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