IPCC Enterprise 6.0sr5, CCM4.1(3)sr2, IPQM 3.5(3)sr2
I have an agent in two skill groups (for example, CCM1.SG1 and CCM1.SG2.
CCM1.SG1 is a standard customer service group, while CCM1.SG2 is a "gold" service group. If calls are waiting in both groups and my agent becomes Ready, I want her to always get the CCM1.SG2 call. Also, the two skill groups are referenced through separate scripts, so I can't order them within a single node.
In the Avaya system I previously administered, I could, from the agent administration screen, specify priorities for each skill for that particular agent.
Any assistance is greatly appreciated!
Thanks!
