Author Topic: CSM Intelligent routing  (Read 1705 times)

Offline wilsonjc

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CSM Intelligent routing
« on: February 22, 2013, 08:37:25 AM »
Hi all.

I'm not sure where this thread lives, but its on a 5000 HX controller so I figured id drop it here :)


I'm using a 5000 with isdn30 attached to the CSM intelligetn routing programme.

I have multiple hunt groups, in each there are multiple levels of agent priority.

What I need is that agents of priority 1 get calls, if they are busy use priority 2 etc.

So far I can't see these options anywhere, so I have set it to go to an ACD hunt group (2000) on the system, with the intelligent router handling failover, the issue is if both phones are on DND i need the call to be deposited somewhere else (another extension).

Has anybody used this software ( or knows of a decent manual because the official one is terrible).

There will definitely be cookies in this one for the genius who answers!.

John


 

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