Hi Guys,
I have a problem with integrated queue activities in PCCE/eGain integration system. We configure two MRD's - separately for Chat activities and Audio/Video activities. For routing we are using ICM script with standard Dialed Number (DN) and Queue to Skill Group nodes. Within that we configure priorities which are working within this particular script related to eGain activities. But there are also speratare inbound incomming voice which should be at lowest priority - but in Cisco based systems inbound calls are always at highest priority. So when integrated Agent working on activities like : video, chat, audio and inbound call are get to the system on particular Queue/Skill Group have highest priority. Do you know any solution (as within ICM script) that all inbound calls can be treated as LOWEST priority activity/connection.
Thank you for any help or hints.
