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Old October 10th, 2007   #1 (permalink)
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Enhanced call center call pilot process questions
Enhanced call center call pilot process questions

When we have a call waiting on the Tech ACD and a call waiting on the Service ACD, and all our Customer Care people are logged into both ACD's, what determines which call is answered 1st when someone's becomes available on the system?
Is it based on time holding or by priority of the person available from the specific group?
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Old October 10th, 2007   #2 (permalink)
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