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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?  


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Just to clarify, if you have a callflow that is assigned to 456 the call will route to that callflow.  Skill based matching will only come into play if the call is routed to a skill based queue via a callflow.  If 456 is the callflow of a non-queue entity the call will simply route there.

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  • 2 months later...
  • 2 weeks later...

Hi Mark,

Thanks for the reply.  Unfortunately we are trying to win a 25 seat opportunity and it involves replacing the existing call center product the customer is using and it currently rings all of the available agents simultaneously.  Why is ringing all of the agents highly discouraged?  What if there are only 3-5 agents? How do you set up the queue to be able to ring all the users.  If we can demo this capability we can win the deal :-)

Thanks, Chuck

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