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<p class=MsoNormal>Hi all,<o:p></o:p></p>
<p class=MsoNormal> I have a question regarding ACD for
queues. What happens when I have 2 or more queues with same weight
and each queue has a call in? How will it decide which call will be
routed to the next available agent? Will it take the call with the longest
waiting time in queue? If not how would I do this?<o:p></o:p></p>
<p class=MsoNormal>Also can someone point me to resources for making a single
queue with customer calls tagged with agent skills? What I mean is instead of
having multiple queues Sales,Tech support, etc, have only a single queue
with calls being tagged according to the customer’s choice from IVR, so if a
customer would choose SALES , the call would go into the queue with other calls
but it would only be answered from agents with the skill “SALES”. This is
something offered in other PBX systems like Avaya but im pretty sure it can be
done on Asterisk, right?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks,<o:p></o:p></p>
<p class=MsoNormal>Kyriakos Mavromichalis<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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