If a agent is part of two different Skillsets, can we have two separate wrap-up codes enable for the Agent?
We have agent A part of Customer Service (CS) and Private Client Service (PCS), both have separate skillset and wrap-up codes. Agent A is part of CS Team and wrap-up codes, when she received call for PCS skillset, how can we have PCS wrap-up codes be available for selection?
As Gabriel said the only way will be to create a workflow for this set of agents and make only the require codes available for this workflow in that way the agent will not be presented with tones of information that he/she will not use
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...