Hi Grace, It's been a while, I hope things are well with you. Here are my thoughts.
Option A is the only way to satisfy this requirement "when the primary Agent is on Break or Logged out" Option B would also route a caller to the secondary Agent when the primary Agent was in Talking/Reserved. However, with option B, the Agent wouldn't have a choice, unless they were also a Supervisor and could manage their skills. On Wed, Mar 25, 2015 at 10:38 AM Max Harmony <[email protected]> wrote: > > >> Team, > > > >> I am writing a script for Agent Queue on UCCX 8x, and I want a secondary >> agent to be able to answer calls for this Queue when the primary Agent is >> on Break or Logged out . > > > >> I am thinking two options: > > > >> A. Dequeue to Overflow Queue > > > >> B. Adding a secondary agent assign skill level 10 to the Queue >> instead.........but the issue here is that this secondary agent belongs to >> another queue and would need to have a choice whether to answer calls from >> the other Queue. > > > >> What do you think is the best option? >> > > > > -- > -- > Grace Maximuangu > > CloudPOP/InvictaCloud > www.cloudpop.com > > *“Go beyond your limits, push yourself, be the best you can be.* > *Experience new cultures, broaden your horizons, stay connected.”* > > > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip >
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