Routing to agent skill per hour

[Alan Cipriano]

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

[bsugamele1 · Accepted solution]

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.

[Alan Cipriano]

bsugamele1

Thank you!

[bsugamele1]

My pleasure, hope that works for you.