How give priority to received calls in ACD groups?

[nethell]

Hi all,

There is quetion.
Is it possible give priority between calls which direct send to first ACD group and calls which diverted to same ACD grp. from another (second)ACD grp. when second ACD grp. agents unavailable .

Examle: first ACD group direct calls queue should be accepted high-priority than calls in queue diverted from second group.

 

[mduser]

You can only do this by making differnt ACD groups.

ACD group 1: Direct calls (high priority).
ACD group 2: Diverted calls (lower priority).

On the Agent position (Digital extension) make 2 ACD ADN's and put them in resp. ACD group 1 and ACD group 2. Use Multi Member Busy for blocking simultaneous calls on both ADN's.

 

[nethell]

I have already 2 ACD group with ADN's.

When all members one of them are unavailable second group can receive calls diverted from first. But problem is differentiate diverted calls and give them low priority.

As I see:

I should change PRI for every member of the each group to specific PRI for each ACD grp.
Is it true?

 

[Jaydee2002]

Yes, if you change the PRI for each agent in the group then it should work ok.

JD

 

[nethell]

Thanks.