No. CTIOS Agent will login to all skillgroups defined for the agent. No ability to select individual or combination of skillgroups to login to. The only way to achieve this is to create agent for each combination of skillgroup.
What I have found works ok in some of my implentations is to set the customer expectation that when they hire a new agent, create a userID for each skill group, for example.
That way, if they need to login to take calls for another skill group, they can do so accordingly. It doesn't effect the agent reporting. When you run an agent report just make sure to select every userID for that agent and you will get their overall production count.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...