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-   -   Broadcast to all agents in skillset (http://support.avaya.com/forums/showthread.php?t=2092)

etart 09-10-2012 09:14 AM

Broadcast to all agents in skillset
 
I have a BCM 450 with licencing for the following.

18 x ICC Agents
1 x ICC
4 x ICC Skillset
1 x ICC Reporting

I have a skillset setup with several agentís as members. When they are logged in I would like an incoming call to broadcast to all of them rather than just one agent? Iím aware you can set priority and least active but this is not suitable.

Is there a way to achieve this?

Thanks for your help.

sedge 10-22-2012 11:14 PM

Hello etart

The Contact Centre feature on the BCM using Skill Sets is intentionally designed for call distribution to individual agents as you are currently experiencing.

To be able to broadcast as desired, then Hunt Groups could be used, however this is part of the core PBX functionality of the BCM and moves away from the Contact Centre so the Reporting package you have would not report on call handling.

I hope this helps

Regards

Steve Edge


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