I am confused here:
Quote:
| The call treatment, CT1, has SS1 at priority 1, and SS2 at priority 2. |
Do you mean call routing?
If it is call routing, then the call is being queued to both SS1 and SS2 skillsets but with different priorities. I think agent3 only has SS2 skillset which is why he answers the call as SS2. If you assign to him the SS1 skillset, then the call will be answered as SS1.
The phoneset display is being controlled by SECC, not the PABX. Configure it on SECC properly.