You could have it read the CSQ name from a DB or XML file to allow changing the CSQ to one with both sets of agents when needed. Then you just need a web front end for the managers to use.
On Thu, Sep 3, 2015 at 1:25 PM, Matthew Loraditch < [email protected]> wrote: > We only want them to get Tier 1 calls when the managers decide for them to. > > > > Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA > Network Engineer > Direct Voice: 443.541.1518 > > Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter > <https://twitter.com/HelionTech> | LinkedIn > <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | > G+ <https://plus.google.com/+Heliontechnologies/posts> > > > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of *Brian > Meade > *Sent:* Thursday, September 3, 2015 1:20 PM > *To:* Matthew Loraditch <[email protected]> > *Cc:* [email protected] > *Subject:* Re: [cisco-voip] Agents Selectively Answer Queues > > > > Can you just do Most Skilled routing and give the Tier2 guys a lower Tier1 > skill? That will allow the calls to roll over automatically if everyone in > Tier1 is not ready. > > > > On Thu, Sep 3, 2015 at 1:05 PM, Matthew Loraditch < > [email protected]> wrote: > > We have tier 2 agents. Generally we want them to only answer their calls, > but if Tier 1 becomes overwhelmed we need them to answer tier 1 calls. I’ve > never had this scenario before, but my only thought so far was secondary > logins that will have both Tier 1 and Tier 2 skills. We do not want to > queue the calls to another queue when thresholds are met nor do we want > managers hot-adding skills. > > > > Am I missing any options here? > > > > Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA > Network Engineer > Direct Voice: 443.541.1518 > > Facebook <https://www.facebook.com/heliontech?ref=hl> | Twitter > <https://twitter.com/HelionTech> | LinkedIn > <https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | > G+ <https://plus.google.com/+Heliontechnologies/posts> > > > > > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip > > >
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