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ICD transfers into unmanned queue

Hello,

I'm in need of an answer to an ICD question.

I have to create an ICD script that will check to see if there is an agent logged into a queue before letting a caller enter the queue. Is there an object I can insert that will check if there are no agents logged in and route the call to another queue or extension instead of dumping the caller into an unmanned queue?

Currently callers are sent to a que that is unmanned periodically throughout the day. This results in very long hold times. We would like to have ICD verify agents are logged into a queue and route a call accordingly. Any suggestions?

Thanks,

Brad

2 REPLIES
Cisco Employee

Re: ICD transfers into unmanned queue

Hi,

This is possible in CRA 3.0 , but not in 2.X.

In 3.0, we have a workflow step "Get Reporting Statistic" which could be used to retrieve the values for number of logged in agents, in session agents, callers in queue etc.

Scott

New Member

Re: ICD transfers into unmanned queue

When will 3.0 be released?

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