02-06-2023 04:11 PM
Hi All,
Looking for recommendations from the community for the following scenario;
CUAC Queue: Reception Switch / DN: 5555
Agents log in to CUAC Console and answer the calls a per the requirement.
Now the business wants to add another number 6666 and the calls should come to the same Reception agents for handling.
- Calls to this number 6666 should be given priority over the other calls
- Agents should be able to identify that the incoming call is for the 6666 number
How should I configure this in the most efficient way possible?
( By configuring a new queue and giving the agents access to both queues? )
Thanks
02-06-2023 10:13 PM
Not an expert on this system, but AFAIK there is no priority concept for calls within the same queue in CUAC. So to achieve what you ask for I think that you’d need to use different queues and set the preferences for selecting calls to favour the one that handles calls to the new number.
02-07-2023 04:09 PM
Thanks Roger, will give it a try
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