The management in our call center would like to implement priority queueing, which I know is a capability of the system. The tricky part is that we have numerous CSQ's and, if I understand correctly, you can only prioritize calls withing a given CSQ. So the problem we would run into is that if a low priority call has been in queue for 5 minutes and a high priority call has been in a different queue for only 1 minute, FIFO will trump the priority. Does anyone have any suggestions on a possible work around?
I have this problem too.