I need to route e-mails to multiple skill-groups across different PGs. Can I create an enterprise skill-group and put skill-groups associated to different PG under that and get the desired results?
I tried the above scenario but e-mails gets stuck in the first skill-group in the list. Whatever SG is at the top gets all the e-mails irrespective of PG.
I tried routing the e-mail to one SG (non-enterprise) and further pointing it to different SG (Another PG) and I can route e-mail from on SG to another associated to different PGs. I can't load-balance across multiple PGs however in this scenario.
Is there any limitation in enterprise SG which prevents routing of asynchronous media request?
I've ICM 7.1.4 with CEM 5.
Any help would be highly appreciated.