Basically it is the same agents that answer the calls regardless. Its in a hotel rest resv/room serv environment. I have 3 agent groups. eg
Skill GRP 191 - which is associated against high and low priority paths on Room Service
Skill GRP 193 - which is associated against high and low priority paths on Rest Resv.
Reason for this is the use of GP keys - which allows them to place out aditional hot desk ACD sets and allow the user to select what they want to take calls on. ie room service or rest resv
050 low priority, 062 high priority.
Ive set it up as 050 interflows to 062 after 4 mins, then if the call queues there for an aditional 6 mins it interflow to 0 (operator) - can you see an issue with this?
Overflow remains in the existing path - i want to drop from exisitng and interflow to the high priority path. So i think interflow is the best option. Just looking to see if im think wrong on this one
Thanks