We are installing Cisco ITEM IP telephony environment monitor.We tried the demo, which you can download from Cisco, and we liked how it worked.It also only sends email, but the only real problem we have is out SMTP pagers only except 80 characters, a...
you have to use skills, , assign the agent to a skill set and give them a Competence Level 1 being they suck at it, and 10 being they rule...then in Contact Service Queue Configuration.set Resource Pool Selection Model* to Resource skill..