I am new to UCCX and was just asked to change the queue. Need help designing the new queue.
Existing queue:
Has 6 agents and all part of the same group.
New queue requirements:
- Split them into two groups (Group 1 and Group 2)
- Put IVR in the script. Press 1 for Group 1 and Press 2 for Group 2 (I have already done this part)
- Agents will be on rotation on weekly basis. For example Agent 1 and Agent 4 are part of Group 1 this week but will switch to Group 2 the next week.
- If an agent is part of one Group, they are not supposed to take calls from the other group.
My ghetto solution is to assign them two IPCC extensions (One for Group 1 and the other for Group 2) so when they log in using group 1 extension they will take calls for that group only. I am not sure if we can assign two IPCC extensions to one agent but I have a feeling there's better and simple solution for this.
Any help is much appreciated. We are using UCCX 11.0.
