UCCX8.5.1 - skill based routing question http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=6548921 2013-05-18T17:09:47Z 2013-05-18T17:09:47Z JOHN CHOI http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6548920 2012-09-20T16:31:41Z 2012-09-20T16:31:41Z

Hi,   Here my screnario, -three agent groups, agent group1 handles call from US, group2 for Canada and group3 for other country -total 50 applications, agents handle all applications as per assigned skillset which means two lookup logic that calling area and application skillset >a call from US, routing to agent group1 and lookup application skillset within the agent group1 >a call from Canada, routing to agent group2 and lookup application skillset within the agent group2 >a call from other country, routing to agent group3 and lookup application skillset within the agent group3   I can achieve this by creating, csq_us_appl1,,,,, csq_us_appl50 csq_ca_appl1,,,,, csq_ca_appl50 csq_other_appl1,,,,, csq_other_appl50 ! agents on agent group1=assign skillset, 'us' and 'applications' agents on agent group2=assign skillset, 'ca' and 'applications' agents on agent group3=assign skillset, 'other' and 'applications'   My approach requires total 150 CSQs but its max-up the UCCX CSQ limitation,,,,   Any way to simplify the routing logic to minimize the CSQs?   Thanks in advance, John

JOHN CHOI 2012-09-20T16:31:41Z