route to a different queue conditionally - 12/20/16 08:28 PM
We have Your Site Explorer to route calls.
When we get, lets say 5 calls in a certain queue, we'd like additional calls that would have gone into that queue sent somewhere else. We don't have Intelligent Queue. But, could we set up the IVR Routing so that it knows the number of calls in the queue?
The IVR can do SQL database dips I saw. Is the number of calls in a queue gotten from the SQL database?
Someone said if the reporting needs to be customized, there is a tool available for that. Does anyone know the name of the tool?
Thanks
When we get, lets say 5 calls in a certain queue, we'd like additional calls that would have gone into that queue sent somewhere else. We don't have Intelligent Queue. But, could we set up the IVR Routing so that it knows the number of calls in the queue?
The IVR can do SQL database dips I saw. Is the number of calls in a queue gotten from the SQL database?
Someone said if the reporting needs to be customized, there is a tool available for that. Does anyone know the name of the tool?
Thanks