Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

Skill group priority on multiple ICM scripts

Hi,

If two the skill groups are in individual ICM scripts and and an agent is part of the either skill groups. The how to priortize the call of ICM script B.

Ideally i would like know whether defining the priority(1-10) on the skill group hold good if they are on different ICM scripts.

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Skill group priority on multiple ICM scripts

It doesn't matter what script queues the call, ICM keeps track of every call which comes in and in what order they should be answered, depending on priority or any other logic you have put in place.

david

3 REPLIES

Re: Skill group priority on multiple ICM scripts

It doesn't matter what script queues the call, ICM keeps track of every call which comes in and in what order they should be answered, depending on priority or any other logic you have put in place.

david

Community Member

Re: Skill group priority on multiple ICM scripts

Thanks much David,

Will check implementing it and will revert for the conclusions

Community Member

Re: Skill group priority on multiple ICM scripts

David you are a star,

It's working, as desired..

Thanks very much again,

416
Views
0
Helpful
3
Replies
CreatePlease to create content