Mitel Forums - The Unofficial Source

Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: bluewhite4 on June 15, 2015, 04:36:07 PM

Title: Agent Group Priority
Post by: bluewhite4 on June 15, 2015, 04:36:07 PM

I have several agents, who belong to multiple agent groups.

I would like to set it up, so that any call waiting in queue A, using agent group A, is given more priority that any calls coming into queue B (using agent group b).

How can this be accomplished using ACD2000 alone?

Title: Re: Agent Group Priority
Post by: sarond on June 16, 2015, 03:15:39 AM

You can set priority on Queue Paths so that anyone calling Path A gets priority over Path B no matter the Agent Group used to answer the call.
If an agent is a member of both groups they would be presented with the call from the Path with the highest priority.
Default priority for a Path is 64. 1 is the highest.

Priority will be given on Path not Agent Group.