All, Hi
For starters, I'm new to Cisco ICM and IPCC, so, I hope this is not a stupid question!
Assume I have two call queuing on an IP-IVR against ICM skills groups Sales and Support. A Support call has queued for 2 minutes and Sales call for 1 minute, both are the same priority.
I have an Agent who belongs to both skills groups BUT needs to take Sales calls before Support calls.
When this Agent goes Available, I believe ICM will deliver the Support call (i.e. longest queued).
Question: How would I get ICM to deliver the Sales call instead? Is this possible?
Thanks in advance, Regards, Tom
For starters, I'm new to Cisco ICM and IPCC, so, I hope this is not a stupid question!
Assume I have two call queuing on an IP-IVR against ICM skills groups Sales and Support. A Support call has queued for 2 minutes and Sales call for 1 minute, both are the same priority.
I have an Agent who belongs to both skills groups BUT needs to take Sales calls before Support calls.
When this Agent goes Available, I believe ICM will deliver the Support call (i.e. longest queued).
Question: How would I get ICM to deliver the Sales call instead? Is this possible?
Thanks in advance, Regards, Tom