Call Priority Issue

[galley]

Hi All,

I have set up 4 CDN's in Symposium. I needed to set up a group that would just handle simple calls, I did this in Call Pilot by adding a menu to ACD 6800, callers who need detailed info will press options 1 or 2, callers who need simple information will press 3. When the caller presses 1 or 2, they are sent to CDN 6107 thru Symposium. When the caller presses option 3 they are sent to a new ACD (6896), which has a night forward to ACD/CDN 6107 (it is a 24hr operation) and the caller is sent to CDN 6106 through Symposium. In symposium, I have Priority 0 set for all the groups except this "simple call queue", there I have the agents (of cdn 6106) stroked with a priority of 1. I have the agents of all the other groups stroked with a priority of 2 for CDN 6106. The problem is that the agents in the new group (for simple calls) are receiving calls the same as everyone else in all the groups. Where did we go wrong?

 

[Milesprower]

Sorry, I can't follow your logic. But, it appears you have agent skillsets levels confused with Call Routing Priority.

Also, what release of SCCS are you on?

 

[galley]

Call Express Rls 4.0, I confused myself with this one as well. Basically, I just need to know how to make 2 agents receive calls from one particular CDN. There are two places I find in Express to possibly accomplish this, agent skillset assignment, and CDN call routing. If these 2 agents are busy, the calls will overflow to another CDN and be handled by those agents.

How do I make my 2 agents receive these calls? How are they stroked in agent skillset assignment, and how are the CDN's stroked in CDN Call routing?

Thanks again!