I need help regarding the IPCC Express.
In CRS Engine we created Group called Application support with two sub groups : 1. Platinum 2.Others
Each sub group will have separate DN?s to service the customer calls: 4001 & 4002.
Agents are common for both the sub groups.
In CRS we created separate queue for each sub group.
Our requirement is : when both the sub group calls are in queue, Platinum sub group calls which are in Queue should be serviced first.
( here we need to remember that there is a separate queue for each subgroup)
Please help me out!!!!!!!!!!