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How to queue a caller into two skillgroups with different priorities in ICM

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Re:How to queue a caller into two skillgroups with different priorities in ICM

Postby Guest » Mon Jan 09, 2006 1:11 am


Based on the original comment it does sound like he wants to keep the call queued to the first SG and add additional SGs.  Specially since he was using a single QtoSG node.  Regardless, good word on caution about priorities, they can sometimes work great and other do something complete backwards of what you were expecting.

david

Guest
 

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Re: How to queue a caller into two skillgroups with differen

Postby Kiran86 » Wed Feb 26, 2014 8:53 am

Hi ,
This is my first time in here. I was trying to get an answer for Q2SG node.
I have few things to clarify.
When we use multiple Q2SG node to priprotise the call. When the call hits first Q2SG node, if the agents are available the call gets routed to that agent, and if there are no agents available the call is queued for that node, right? Now, when is the chance of queing the call to second Q2SG node, when every call hitting first node gets and gets queued there.
Please assist, as I see this scenario in the script developed for my customer.

Regards,
Kiran
Kiran86
Hello I'm new here
 
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Joined: Wed Feb 26, 2014 8:18 am

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