Hi,
I am trying to implement agent groups where agents in a group answer calls
from a particular queue. If no agent is available from a group, the calls are
directed to agent(s) in another group.
Without groups, the calls are added to the queue and agents are called.
However, when I introduce the 'group' concept, it seems like the queue
application is not called. The calls are never queued. I tried with different
strategies (like ringall, roundrobin). But that did not seem to make any
difference.
Can you please offer suggestions/ideas?
Thanks in advance,
Pratibha
