Can an agent be a part of two queues at the same time? I have Option 11 that has 5 queues. I have three people that should answer for two numbers. The first person should be in a queue to answer calls to the first number. The second person should be in the second queue to answer calls for the second number. And the third person is the problem. They need to answer calls to both numbers, but not have a priority over the other two people. Any suggestions?
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Agent in two queues?
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Thanks for the response. I tried to do a new and got SCH0918 which says "Max number of ACD-ADS customers per system is exceeded". I looked up ADS and it mentioned DCUS in LD 17. I printed it and DCUS is NULL. I assume that I need to increase it, but am skeptical of making that change without some input. Thanks.
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Does setting up a ADS require me to use Meridian Max? Also, where do I program Agent IDs, is it just in the ADS block where you define lower and upper limits? These queues have functioned without a schedule block, so there login process is just MSB. I'm afraid of the implications of adding the ADS and not knowing the pieces that will immediately be affected.
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