First off - thank you very much for answering. I really appreciate it. I guess I wasn't clear enough on the problem. The problem is happening when we are in queue. The queue builds up and then we see calls that are not being forwarded to the agents (as the agents get off their calls and...
Can anyone explain to me how the first in first out routing should work on a Nortel Meridian Option 81 C? We have two ACD-DNs that the agents MQA into. The agents are logging into the ACD-DNs at the same priority. There is no DNIS/call prioritization going on in the CCR scripts. Yet - when...
Do you need to map services to skills within the ICM configuration when dealing with routing to an Aspect ACD? We do configure the skills to the services in our ICM configuration for our Nortel ACDs, but we have not done that in our configuration for our Aspect ACDs. We seem to be routing OK...
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