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How to prioritize one CSQ over another?
Does anyone have a working strategy for prioritizing calls to one CSQ over another? We have multiple queues all distributing calls to agents via skill-based routing. Many of the agents are common to multiple queues. In order to meet SLA commitments to particular customers we need a way to...- InterfaceDoc
- Thread
- Replies: 3
- Forum: Cisco: Intelligent Contact Management (ICM)
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Use of star (asterisk) key for get digits function
Does anyone know a way to utilize the star (asterisk) key as a valid menu selection? For example, if you wanted to build a vector that would present a menu where the valid options were 1, 2, 0, and *, how can you get the * key to act the same as any other digit? The default handling of an...- InterfaceDoc
- Thread
- Replies: 5
- Forum: Avaya: CM/Aura (Definity)
