sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Enhanced Call Center Question

I have a customer that has 4 agents in skillset 1 & 4 agents in skillset 2. They want calls to ring the first set and then if all agents are busy, go to skillset 2 (which is setup in Day mode - 1 Distribute 1:00 & 2. Transfer to skillset 2 DN). That works great when all agents are there in the daytime. The problem is when there is only 1 agent logged in to skillset 1 & if she is on a call, and another call comes in, she gets done with the first call and the 2nd call has gone to skillset 2. She can't get the call because its gone to skillset 2. I have thought of overflow routing, but that's on either a timer or if no agent is logged in (both wont work for this customer). Any ideas?

Why not have the single Skillset 1 agent logged in to Skillset 2 as well?

So, as long as the agent is logged into both skill sets, if it goes to the 2nd one, and hangs up on the first call, she will get the call in the 2nd skill set?

Yes... If she is the most idle agent logged into skillset 2, and her wrap timer has expired from the call completed in skillset 1 ...the call will be presented to her.

:thumb:

I would also make the agent in skillset 1 a higher priority and use preferred distribution so that she automatically gets the call if she is available, even if other low priority agents have been idle for longer.