AACC 6.3 WITH Experience Portal Calls QING

[smithaura]

Hello All

Weare Using AACC 6.3 with AEP , All the Calls routed to AEP , AEP will Answer the Calls & route to AACC for Agent treatment

When the AEP Ports are busy the calls are Not routed to AACC for Q Ing

Is there way we can route the Calls to AACC whne the AEP ports are busy

Please advcie

Thanks in Advance

 

[effort1584]

How are the AEP ports are build on the system, Hunt group or acd queue? That should control what happens if they are all busy.