Skill Group Priority

[ahmed.junaid]

I want to assign priorities to skill groups so that if there are agents available in a skill group with high priority call should be routed to that skill group.

Moreover i want to priortize skill group members too, which means if all agents are available in a skill group call should be routed to the agent with high priority in that skill group.

[Chris Deren]

Are you using IPCC Enterprise or Express?

For Express you can absolutely do this, here is a link:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/apadm35.pdf

[arcastil]

First are you suing IPCC express or IPCC enterprise ,ICM do perform your call routing. ?

[ahmed.junaid]

I am using IPCC Enterprise.

ICM version 6.0

[Chris Deren]

How do you do your routing, do you have one central script that calls come to, or many seperate scipts mapped to dialed numbers. In the central script you can build a formula in IF statemant to check number of agents available in a group. You can also use Priority step to reassign priorities. However, I don't think you can prioritize agents in a skill group. You can do that in IPCC Express.