Hi, Thanks for your response. Much appreciated. This is pretty much what we were used to do with resource groups. What I was trying to you is: We have a contact centre that required 6 different skills. My idea was to have a single CSQ for the contact centre and 6 different skill groups associated to the CSQ, however if as you said if the agent must have all the required skills at the minimum competence level then all agents would be receiving calls from all skills groups. This is not exactly what we need. The idea was a single CSQ and multiple skill groups but agents would only receive calls from their respective skill group. Please let me know if there's any recommendation to achieve the above. Thanks in advance. Best regards,
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Dear All, I am used to create simple scripts to select agents based on resource groups, however I am having trouble to create a script to select agents based on skill groups. I basically have a CSQ with 6 skills groups within the CSQ. Each skill group has a competence level of 5. I have the users assigned to the skill groups that the are part of and the proper competence level for each user. My script is basically looking for available and ready agents on the CSQ and after finding an avaialable agent I send the call via Select Resource and Connect. It works fine when I have all my agents as members of all skill groups but this is not the objective. I think I should have in my script something to check the skill group rather than CSQ. Is it correct? Has anybody had a similar problem. Could someone give me a heads up on a skill type of script? Thanks in advance. Best regards,
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Hi All, I am trying to integrate Exchange 2007 with CCX 7.0SR5, however the mail police is setup to client connections only via TLS secure authentication. Does anyone know if there is a way to do such integration? Is it going to be available on newer versions of CCX? Best regards, Wagner Coelho
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