12-02-2010 08:09 AM - edited 03-14-2019 06:59 AM
I need help building (finding) a script that will evaluate if all agents in Queue1 are busy, so that a new call being sent into Queue1 would then automatically transfer to Queue2 (if Queue2 has available agents).
12-02-2010 11:01 AM
Wes,
Cisco has a script repository located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
You can find the simple queueing script as a starting point. You could then you an if statement to check agent status then send teh call to the other queue based on your criteria.
Let me know if you need anything else.
Del
12-04-2010 01:39 PM
Hi Wes,
Yes this is possible, you just need to use the get reporting statistic step, there you should take the number of agents that are ready. After that use an If step. Something like this:
Start
Accept
Get Reporting Statistic
if (readyAgents.equals(0))
True
Go to Queue2
False
Go to Queue1
Gabriel
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