Hi,
Q#1 : . I want calls for PC support to connect to PC-Only Agents.
Ans: You have to create a skill group with PC only agents.
Q#2: then overflow into the PC/MAC support agents.
Ans: You can use "Get Reporting Statistic" step to get the real time data of ICD queue status.
a. Step : Get Reporting Statistic
Set the properties of this step as follows...
Report Object : CSQ IP ICD
Field Name : Contacts Waiting
Row Identifier : String variable that holds the valuie of CSQ(Assume CSQ)
Statistic Variable : Interger variable that stores the resultant value of number of contacts waiting(Assume X).
b. Assume Y is the integer value that stores the threshold value(Over flow value).
c. Flow should be as follows
Label-SRS1
Select Resource(PC-ONLY-CSQ)
---->Selected
---->Queued
-------> Get Reporting Statistic
-------> If (X>Y)
----------->True
--------------->Select Resource(PC/MAC-CSQ)
-------------------->Selected
-------------------->Queued
-------------------->Queue Steps...
-------------------->Go to label-SRS1
For more information refer the Editor Step Reference Guide
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf - Pg.No:1-14.
Q#3:At any time If a call comes in for MAC support, I want them to take priority to the PC/MAC agents.
--->If (serach condition that checks if the call is for MAC support)
----->True
-------->Select Resource(PC/MAC-CSQ)
----------->Selected
----------->Queued
-------------->Set Priority(to any number between 1-10)
-------------->Queued steps
----->False
Priority Queuing - The Set Priority step can be used to assign a priority (1 to 10), or increase it/decrease it. This allows for a given
Contact (eg. caller) to be given higher/lower priority than other contacts that are in the same queue. In other words, reflects contact's
priority for all CSQ's for which it is queued. In the script, you need to use the Set Priority Step to assign a call higher or lower priority in queue.
Check out the following URL, which describes about "Set Priority" step under "ICD Step Description" palette
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/step_ref/icd.htm
Let me know if your query is addressed.
Regards
Yogi
