ACD Queue Priority

[bill.hunt]

Hi,

We are currently using Oaisys Call Management software. Our Inside Sales department is set up as a circular hunt group and our Customer Service dept. is set up as a terminal hunt group. In our Customer Service department we have assigned skill levels to all the users so that we can control the order in which calls are directed to them. Our Inside Sales department will ring to the next available agent who has not received a call for the longest.

We want to keep our inside sales department configured the same way but would like 1 user to have priority over the rest so that the calls will ring to his phone first before looking for the next person in the queue.

Does anyone know a way to do this without using skill levels and a terminal hunt group?

Thanks,

Bill

[VinceWhirlwind]

Maybe he should be in his own queue which calls go to first, but don't go to if he's not available?

[bill.hunt]

Thanks for the suggestion, Vince. That was the only option I could think of and we will probably go that route.
Cheers