CCMM - Voice and Email priorities

[Pbxpoweruser]

Hi I am having an issue where if I assign email and voice skillsets the agent only gets emails and no voicemail. When I remove the email skillset everything is good.

I verified and the email versus voice priority is the same... Any idead?

 

[Pbxpoweruser]

Let me be clearer the Call Priority for both email and voicemail is the same...

 

[fonchick]

Where did you check the priorities for the email -- did you check them on the CCMM or in the scripting?
Do you know if these were the requeued emails that were being presented to the agents?
Can you post a copy of your MM call routing script that is queueing these email contacts?
Did you run the call by call and confirm that the email was actually queueing at the same priority as the voice inbound call?

 

[Pbxpoweruser]

The problem was call priority. Email were set o a priority 1 or 2 and voice calls were a low priority 5 which would make this situation completely logical. I made the email and voice call identical so agents get a good mix of calls and emails.