UCCE 7.5 - Queuing Across Multiple PGs

[Nathan Luk]

Hi guys,

I'm working with a client running UCCE 7.5 with CVP with agents across multiple PGs and are now wanting to look at having call flows with calls queuing across multiple skill groups across multiple PGs. Can I just queue to an Enterprise Skill Group with the relevant Skill Groups at each site in the Enterprise Skill Group? I've never had to queue across multiple PGs before so just wanted to clarify how I need to approach it.

Cheers,

Nathan

[jessepbeatty · Accepted solution]

You don't even need to use an Enterprise Skill Group if you don't want to. You can just add the individual skill groups in the Queue node.

Also, keep agent transfers in mind when splitting calls across clusters and make sure your dial plan supports whatever transfers will be necessary.