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Showing results for tags 'loose skills based tagging'.
Hello, If a queue routing strategy is set to Loose Skills, and a rule is set up that Callee ID = 456 - if someone dials 456 , it should go to the assigned agent. However, if ext 456 is associated with a callflow, what happens if the agent with the skill is not available to take the call? Does it follow the calllflow rules or does it go to next agent? Thanks,