LAA Node to Skillgroup Node

[mseebeck]

In ICM scripting I often see LAA Nodes leading to SG nodes.  If LAA fails the call goes to a Queue To Skillgroup Node.  

Why not just go directly to the Queue To Skillgroup Node and leave out the LAA Node and SG Node?  The Queue to SG Node defaults to LAA and provides the same function if an agent is available.

[geoff]

You are correct. People do that because they saw it done that way in a Cisco doc and have not thought about it much.

There is one valid use of LAA though.

Say you are queuing to some agents in a skill group but you also have some training agents in another skill group. You don't want to queue to these agents, because they are in training and you don't want to bombard them. But when one is available and a call arrives, you want to give them a call. I have had cases when there has been quite a hierarchy of these.

Regards,
Geoff