Skills based routing 1

[GOBrien-IWS]

IPO/VMPro V11.

Here's the scenario:

Customer service agent is a member of two groups. One primary, one secondary. If there is a call in the primary group, the agent will always get those calls first. If no calls in the primary group, but one in the secondary, that call will be presented to that agent.

Is this possible?

 

[Shaun E]

If you want it to occur for all agents in those groups then you can achieve this by increasing the priority of calls sent to the primary group.

I've done this before when one queue was "Business Support", and the other queue was "Consumer Support" (as an example) and we wanted "Business Support" calls to be answered first.

You can set priority on incoming call routes, on Voicemail Pro transfers, and with short codes.