UCCE Custom Routing Using Queue To Agent

[villarrealed]

I have a customer interested in performing their own agent selection using a database lookup rather than selecting agents based upon skill group assignment. The suggestion has been made to perform the database lookup and use the queue to agent node. This would be used in a mid-sized environment, several thousand agents, and the there could possibly be hundreds of agents listed in the queue to agent node for a particular call. Has anyone had any experience on using queue to agent in this manner? I'm curious if pushing the queue to agent functionality beyond it's intended purpose would cause issues.

[david.macias]

I have a feeling that because you're using an Avaya you have to do this, but I can't confirm as I don't have an Avaya to test.  What I can tell you with full UCCE, you don't have to do this.  All you have to do is create an enteprise route and add all your SG routes to it.  As long as the agents are assigned to any of the SGs you'll be able to use the QtoA functinality.

david

[castrillor]

Hi David,

Thank you very much for your answer. I have already tested what you mention but it does not work. In that situation, the call is correctly queued to the agent but when he becomes available the call is assigned to the skill group (instead of directly to the agent) and you can not be sure that the call will be answered by the Agent you queued the call.

Regards