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Consider the scenerio that Dialer has reserved an agent for outbound call and then it places call and agent starts talking to the customer but before agent finishes with the customer call is dropped. Now agent wants to get back to the same customer b...
I want to assign priorities to skill groups so that if there are agents available in a skill group with high priority call should be routed to that skill group.Moreover i want to priortize skill group members too, which means if all agents are availa...
I think you can also try RONA timeout value on Agent Desk Settings in ICM. This is the way we have used it in IPCC 7.0 Enterprise. If agent doesnot pick up a call, in the time duration defined in this field, he will be put in Not Ready State automati...
I dont think memory would be an issue as i am currently running very large scripts with out any issues. Issue is that one script doesnot help you much when it comes to reporting. Usually CallType reports are important for customer as it gives complet...
