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Call Center with Two Skill Numbers potential

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fixinputers

IS-IT--Management
Feb 25, 2013
10
US
so lets say i have a sales queue and a service queue. sales Skill Number is 01 and service Skill Number is 02.

i have 1 person to answer the phone. can I program both Skill Number Queues to the same phone and will the agent be able to tell which Queue is ringing through?
 
yes and yes, on agent form you add the skills he is to answer
 
so one step further, i forgot about the agent form, i could then program all the stations with both q-call groups but if A only has SN01 in his agentid-login he will only see those calls and if i add agent B with both SN's B would see both ring through? That would be huge as we are setting up a second space and agents may be in either depending on time of day but would be able to field either call regardless. Thanks for the support!
 
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