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Old 09-10-2012, 08:14 AM
etart etart is offline
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Join Date: Sep 2012
Posts: 1
etart has 10 reputation points
Default 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 agent’s as members. When they are logged in I would like an incoming call to broadcast to all of them rather than just one agent? I’m aware you can set priority and least active but this is not suitable.

Is there a way to achieve this?

Thanks for your help.
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Old 10-22-2012, 10:14 PM
sedge sedge is offline
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Join Date: Apr 2010
Posts: 23
sedge has 10 reputation points

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


Steve Edge
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agent, bcm450, broadcast, icc, skillset

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