17 Sep
2009
17 Sep
'09
11:22 p.m.
On Thu, Sep 17, 2009 at 4:13 PM, Phillip Jones <pjintheusa@gmail.com> wrote:
I would be interested in this too....
Concerning mod_fifo - can you restrict an agent to a slot. So lets say DNIS A is for product A and DNIS B product B - some agents know both - some know just 1 product - would that be possible?
Per Tony's post: when you assign an agent to take calls off hook you can set a fifo_pop_order variable that tells you which array indexes to service and in what order. so if you pretend slot 1 is for general problems and slot 2 is for hard problems you can put one agent in 1,2 and a more stupid agent in just 1 So it's a matter of setting up the routing on the calls and the priorities that the agents are allowed to answer. -MC