Hi all,
Does anyone has experience with PureCloud User License changment?
(specifically, after the call flow configuration is done)
We have a customer who first bought the PureCloud1 License.
After we have started with the configuration (Agents, Queue, Skills, etc) the customer wanted to have the Skill based routing feature.
As the PC1 License does not support this feature, we had to change the User license.
Therefore our customer has chsnged the user license to PC2.
But the tests showed, that the ACD call distribution could not use the skill based routing.
The calls were distributed to the agents in "longest available agent" basis.
We have create a new Skill for test, but it doesn't help.
We have taken the license back from the Agents and save them as normal Collaborate user.
Then we gave them back the PC2 license.
After that the "skill based routing" works but only for the new skill.
Now we guess, that we have to reconfig all the skills resp. the call-flow configuration, to get it work for all skills.
Does anybody have another idea?
Thanks for your replies in advance!
#Routing(ACD/IVR)#SystemAdministration------------------------------
Ratnarajah Rajkumar
SPIE ICS AG
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