EIM 4.3 supervisors

Hello

He seems to be having problems getting my supervisor transfer emails to a specific built-in agent ID's

Can anyone here point me to what capabilities an integrated controller has vs a stand-alone controller?

From what I can tell.

Integrated controller

Can draw from the queue of the Exception

Can have agents in his team, and he can discover the agents. However, he is unable to see their tasks, or pull the emails from them.

Can transfer to the built-in queue.

Stand alone supervisor

Can draw from the queue of the Exception

Can pull emails to built-in agents

Cannot forward emails to other built-in agents, cannot transfer emails to integrated queues.

Can't transfer to the queue of the exception.

Am I right on that? If so, it seems that if I needed my superiors to have a built-in login and a standalone connection.

Thanks for your help!

Barry

Built-in agents can only transfer to the integrated queues.

To resolve this problem, I created a selector script for each agent associated with a type of call that runs a simple script and with a queue to the node of the Agent. Script selector has the name of the agent and the number of devices in the agent at the end, and the script removes the number with the substring for the queue function to the node of the Agent. All agents are in a group of special jurisdiction that is mapped to a SG of the company, with a course of business as required for the queue to the Agent in implicit mode.

Then in CRUMB I created a queue for each agent using the special script Chooser and baptized with the name of the agent. It works fine - no necessary EIM workflows.

We have created a user/administrator not integrated in order to clean the queues etc-, but only that of Exception.

Kind regards

Geoff

Tags: Cisco Support

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