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New Member

Multi Skilling in ICM 4.5 (IPCC )

Could anyone possibly help . I have 21 Agents logging into 3 skillgroups .

Is there any way to provide them with the option of which groups to log into and to selectively make them ready in these groups .

Also when a call is not answered on the desktop (ring no anser)and the agent is made not ready is there any way to redirect the call to the original dialed number .

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New Member

Re: Multi Skilling in ICM 4.5 (IPCC )

We don't currently allow the agents to decide what groups to log into or selectively make themselves ready on a group-by-group basis.

This feature is on the roadmap for IPCC, but is not yet assigned to a release.

RONA (Reroute On No Answer) is supported in IPCC with ICM 4.6.1.

New Member

Re: Multi Skilling in ICM 4.5 (IPCC )


When multi skilling the RONA is a problem as from CallManager's point of view you can only forward to one destination .In ICM there is only a reroute script per Agent Team and an Agent can only belong to one Agent Team .

IS there any way of determining the Original Dialled number and then re-routing the call to that Original Dialled number to ensure that calls do not end up in the wrong skillgroup ?


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