UCCE scripting query

[Vijay Patil]

I am working on UCCE version 10.5 script  requirement where any customer selects  "customer service" is selected on the phone;the skill group "ABC" should handle the call first. If this skill group is busy, people in "XYZ" skill group should handle the call.

[Chintan Gajjar]

if i had to do it, i would use two queue to skill group node.

first one queues the call to ABC and success/failure path of that node to another queue to skill group node for "XYZ".

and again there are many ways like have a LAA node pointing to queue to skill group ABC and the failure path pointing to queue to skill group node having both ABC and XYZ skill.