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Originally Posted by Clepex  I am confused here:
Do you mean call routing? |
Yes, I meant call routing.
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If it is call routing, then the call is being queued to both SS1 and SS2 skillsets but with different priorities. I think agent3 only has SS2 skillset which is why he answers the call as SS2. If you assign to him the SS1 skillset, then the call will be answered as SS1.
The phoneset display is being controlled by SECC, not the PABX. Configure it on SECC properly. |
I understand that's how the calls are being presented, but I would like to find a way to have the sets display the Call Treatment name instead of the Skillset name, or hold onto the original skillset to which the call was queued.
I have too many 'levels' of agents to set all of their priorities in the skillset section. I have a dozen skillsets, and the agents in each are all backups of one another at some point. I've resorted to creating "skillset" and "skillset_overflow" skillsets, and I want to get away from that because it's a nightmare to administer, especially when management wants to change the order in which calls flow, which means then I have to change the skillset priority of 50 agents in 2 or more skillsets each. It's brutal. I want to prioritize call flow by skillset, while still letting the agents know where the call was originally destined.
Not pretty, I know.