01-30-2013 08:38 PM - edited 03-14-2019 11:11 AM
Hi
There is one requirement from one of the client in our IPCC setup ver. 7.5.
If an agent has two skills lets say A and B. And in queue he is only agent available.
Let say call comes for both skills, and agent has priority of A.
Then call with skill A should be picked by agent first.
Please let me know how to configure this.
Thanks & Regards,
Rohit
Sent from Cisco Technical Support iPhone App
01-30-2013 11:17 PM
Not really possible out of the box as ICM doesn't "know" that the logged in agent has both skills A and B so it can't decide to push a specific priority. How about this? If you have 5 skill A, B, C, D, E, choose which calls are most important and assign a priority to them always like A=2, B=3, C=4, etc. This way calls will always be prioritized and answered in a specific order.
david
01-30-2013 11:38 PM
Thanks David...
Will try and let u know how it goes...
Rohit
Sent from Cisco Technical Support iPhone App
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide