ACD

[MitelUK2010]

Really simple question but having a mind block.
Have set the following up - 050 (priority 64) 062 (priority63)
Calls hit 050 and should then route to 062 after 4 mins. Both DN's are for the same destination but priority used for VIP's. What would be recommeded - interflow from 050 to 062 after 4 mins or overflow? Also want after 6 minutes to go to an operator console. How would this be achieved

[bluewhite4]

052 and 062 need be in different agent groups. Then for the original path, have calls interflow to 062's agent group after 4 minuites. After 6 minutes have it overflow to the operator. (Unless I've got my interflow and overflow backwards, which I tend to do.)

[MitelUK2010]

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