I have a need to add a extension (ie a Manager) to a queue after a period of time when a call is held in a queue.
Whats complicated about this is the need to stay within the same queue due to the statistical requirements (QXact) of the business, thus jumping to a new queue isnt the answer. The later was the old days answer, but due to the management liking the method of QXact, they wish to see the call handled by the department in just one queue.
Look at VQ Plus. One of the features is to change the min and max agent penalties for a caller over time. What I mean is you would log in the manager with a agent penalty of lets say 100. But your normal penalty range on the queue would be 0-99 or 0-0. Then you would setup a Escalation rule that says change the min and max penalty range for what agents to dial after XXX time and change the min and max to be either 0-100 or 100-100 to pickup that manager.