Mitel Forums - The Unofficial Source

Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: Simons on November 12, 2015, 05:32:38 AM

Title: ACD skill groups
Post by: Simons on November 12, 2015, 05:32:38 AM

Hi everyone

My first post on here, maybe the first of many!

I'm learning our Mitel 3300 system since one of our guys left so bear with me!

Basically i have a newly created ACD skill group with 2 users in it. Want i would like to be able to do is to give user a the first 2 calls and user b the third call. Is this possible?

Thanks
Simon

Title: Re: ACD skill groups
Post by: Mitel100 on November 12, 2015, 12:44:43 PM

Hi Simons,

Welcome to the Mitel forum.

With the Mitel ACD there are two primary agent routing metrics, these are:
[2] - if skills are being used then it will route to the highest skilled agent that has been idle the longest.

Unfortunately, it will therefore not be able to perform the routing logic you would like.