Good afternoon
System information:
Mitel Ignite 9.3
Mitel MiVoice Business Release 9.1
Last Revised for MiVoice Business Build: 20.1.0.85
We tried follow scenario without success. But I would like to know if someone has another solution:
Scenario:
We divide our customers into 3 different queues (paths) on language via IVR:
- Customer_French
- Customer_Dutch
- Customer_English
We create 2 Agent-groups:
native language_French
native language_Dutch
We add both Agent-group to the correct queue:
Customer_French gets Agent Group native language_French
Customer_Dutch gets Agent Group native language_Dutch
Both Agent groups speak English, so we would like to add both groups to the queue Customer_English. We wouldn't have any priority between both groups. So when we receive an incoming call, I should be offered to longest idle agent of both groups.
I set the overflow timer already to 0 seconds but still there is a difference in priority. System will check the Primary Agent group and afterwards second agent-group.
Does someone have a solution without creating an extra Agent Group?
Kind regards
Bart Soetemans