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I have a situation where we use skills based routing with CSQs. Agents are part of CSQ1, CSQ2 and CSQ3 and all the callers get the same priority. In the script, we do a position in queue method by get reporting statistic for strCSQ which does gives t...
Hi Everyone,I just upgraded from CAM/CAS 4.1.2.0 to 4.1.6.0 and we are now having problems with all the users not being able to get on the trusted VLAN. 4.2.1.0 worked fine and we had SSO working with the agents just fine. After the upgrade, the agen...
Seeing the same agent listed for each queue is the problem. If I have 20 agents and 10 queues each, that's a lot of scrolling. You will have to use thresholds which say CSQ equals Skill Group. You will also need a control CSQ as a threshold if you al...
What about if the original caller was first answered by one agent, and that agent then transferred the caller to another trigger? Would the Get Call Contact Info show the calling number as the agent who is transferring the call and dialed the trigger...
Rob, man thank you for checking in on this. Turns out that was part of the solution. The other part was the firmware that the 7965 was using is broken for 2nd line CfwdAll selection. I had to downgrade the firmware to 9-3-1SR3. It appears the 9-4-X f...
