Can IPCCX 3.5 handle the following call flow requirements and if yes any hints on writing the script will be greatly appreciated
Here is the setup and the call flow for this site:
21 agents broken into 7 teams with 3 agents in each team
Each agent has his/her own 800 number.
Two main 800 numbers
Customers can call in to their own agent direct using the agent?s 800 number but if their agent is not ready the call should be routed to an agent within the team the called agent belongs to; however if all of agents in that specific team are not ready the call should be routed to any ready agent. If none of the agents are ready the call should sit in the queue waiting for an agent.
Customers can also call in using one of the main 800 numbers and the call will route to any ready agent or queued if no one is ready
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