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Beginner

Routing to agent skill per hour

Dear friends,

Can view a solution to this case?

Scenario:

CUCM 7.1.5.20000

UCCX 7.0.5_SR5

Agent_1

Agent_2

Queue_A

Queue_B

Agent_1 meet Queue_A and Queue_B, while Agent_2 meet only Queue_B.

Queue_A works from 7:00am until 6:00pm. Queue_B works from 12:00pm until 9:00pm.

Problem:

Agent_A must meet only Queue_A from 7:00am until 11:59pm, and meet only Queue_B from 12:00pm until 6:00pm.

Any idea to make this automatic configuration ?

Thanks,

Alan

1 ACCEPTED SOLUTION

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Enthusiast

There is no way to automate changing skills for an agent that I can think of, but you could set up 2 different CAD logins for that agent with different IPCC extensions and have the agent log out of one and into the other when they need to change skills.

View solution in original post

3 REPLIES 3
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Enthusiast

There is no way to automate changing skills for an agent that I can think of, but you could set up 2 different CAD logins for that agent with different IPCC extensions and have the agent log out of one and into the other when they need to change skills.

View solution in original post

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bsugamele1

Thank you!

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My pleasure, hope that works for you.