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author's profile photo Former Member
Former Member

CIC WIn Client

Hi CRM Gurus

I have 10 different telephony queues and I need to assign different combination of queues to different agents...

How do I acheive this task ? Can somebody please help me with this process.

Regards

Jessy

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    author's profile photo Former Member
    Former Member
    Posted on Nov 23, 2007 at 04:35 AM

    Hi,

    Go to Tcode PPOMW. And assign the quies to agents.

    Regards

    Srinu

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    • Former Member Former Member

      Hi,

      in IMG if you have maintained CTI profiles, and assigned queues to them, you ca go to ICWin Profile and there assign CTI profiles to that ICWin profile by attribute CTIQA_PROF (and also attribute CTIADM_PROF).

      If you want to assign different queues to different agents, you can for example: assign different queues to different CTI profiles, then assign that 2 CTI profiles to 2 different ICWin client profiles, and then in org structure assign to two groups of agents different ICWin profiles (as infotypes).

      Try with this as write if it helped.

      Regards

      Radek

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