Can an agent be accessible from two different apps?
One application present the caller with a series of menu prompts to get to their desired group (1-GroupA, 2-GroupB, 3-GroupC, 4-GroupD). The script then connects the caller the the agent or queues them if none are available. If they are queued it will tell them there are x callers ahead of them.
Another Application is setup that the caller dials a specific number for the particular group (111-GroupA, 222-GroupB, 333-GroupC, 444-GroupD). It would then connect the caller to the agent or queue them if none are available. If none are available it would que them and tell them there are x callers ahead of them.
All of this is using skills, not resource groups.
Would the queue counter keep the correct increments regardless of how the call arrived in the queue?
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