skill based agents and transfering calls

[Paul Austin]

Hi all, I have a pool of agents with the same skill level for the general team, what I need to do is to allow agents the ability to transfer calls to another higher skilled group. I'm OK with skills based routing but can the "general group" see the highers skilled group CSQ in their CAD and simply drap and drop to that CSQ?

Thanks

[david.macias]

No, create route point to launch new or existing script to higher skillgroup.  Agents will have to dial this route point extension to reach the higher skills.

david

[Bill Brown · Accepted solution]

You could create a transfer button on the Agent Desktop that transfers to this new script trigger.  You can create 9 unique buttons for the agent to use.

Remote to your IPCC server

Start --> Programs --> Cisco --> Desktop --> Admin

Expand Call Center Location

Expand Work Flow Configuration

Expand Work Flow Groups

Expand the group that your user are in, probably default if you have not created more

Expand CAD Agent

Click on User Interface

Click on one of  the Task1 thru Task10 in the Toolbar tab

Check Visible

Add a Hint as to what it does

Click Add

Go to the Call Control Tab

Click on New

Fill in info:  Action Name (Tier2 Agents) Call Control (Blind Transfer) Phone Number (RP used as a trigger)  Transfer Delay ( 2)

Highlight action and click Add

You can create your own customized icon or just select one of the available.

Click back on Call Center or somewhere out of the call flow, so it asks if you wish to save changes.

Agents will have to take down their Agent software and bring it back up to see changes.

[Paul Austin]

Thanks for that - already done, just need to see the agents to implement the new workflow and observe. Once again thanks.