Calling a skill number/extension directly...

[tommasihno]

Hi everyone,

Any ideas on how a call is handled/queued if the extension of a skill is dialled?

For example...
I have several VDN's with skill 41 assigned to them. These VDN's have vectors which queue to skill 41 etc... But if someone was to dial the extension of skill 41 (eg. 5001) - how would the call be handled/queued? As the call would not be directed through any vectors.... What priority would be given to the call?

If anyone could shed any light that would be great!
Let me know if I've been a bit vague...

 

[SF0751]

The call is queued for the next available agent, and the caller hears ringing until the call is answered. I believe that the call queues at a Medium priority.

Susan
“Before you criticize someone, you should walk a mile in their shoes. That way when you criticize them, you are a mile away from them and you have their shoes.”