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Can call prioritization done by call type in ICM8.0?

Hi,

I have two calls coming in with nos. 801 and 802 for sales and support for e.g.

Now, I have two scripts scheduled based on caltype of 801(sales) and 802(support).

In sales script, I use 'Queue to skill group node' and add sales skill group and assign priority 3.

In support script, I use 'Queue to skill group node' and add support skill group and assign priority 2.

Now I have an agent available who can take both sales and support calls. Wll the support call be diliverdd first to the agent in this case?

Thanks

Maneesh

 

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