within srnd i found the following about agent based routing;
Agent Routing. Unified CCX routing applications can select a specific agent if that agent is in Ready state. (Queuing on a per agent basis is not supported.)
Guess i'm really not sure what this is targeted at and the description in SRND only confused me more...
Want to be able to route a call to an agent (specialty) and if agent is not there then route to backup agents.
can i get some input on best way to handle please given this agent based routing functionality.