Hi
One application is called by 3 triggers. Trigger 1 is the most important: all agents are supposed to answer the call and they have to do so when they become available, before answering all other calls. Trigger 2 is less important : only agent with a skill are supposed to answer the call. Trigger 3 is the least important : all agents (when available) can answer the call.
I have set up 2 CSQs: one based on Resource Group with all agents and the other based on skills. I have only one group of CTI ports.
Now, I need to set up priority.
In the scripting, I think I have understood that priority works fine inside a CSQ. In my case, I can use a "set priority" step with a value of 10 for calls coming from Trigger 1 and the default priority of 1 for tigger 3. Normally, if I have a trigger 3 call queued and a call from trigger 1 arrives, it is also queued by will be connected to an agent first because of its highest priority.
But how can I manage priority between tigger 1 and trigger 2 (2 different CSQs). Trigger 1 must take precedence. Is the priority will solve my problem (I haven't yet tested it in lab)?
Thanlks for your answer.
Regards
Olivier LELIEVRE