ASPECT : Manage Overflow and priority rules

[mdzakvin]

We are having issues to manage call overflow between groups and supergroups. Priority is defined on the SDA number but our understanding is once agents are allocated to a specific group and need to manage an overflow call the notion of priority is lost. Is there a solution in Aspect Call Centre ACD to manage priority rules on agents like Avaya does ?

Thank you

[GinaD]

We can do that. We can do a blind transfer or a warm transfer and we can hold on the port.
We can prioritize your calls

Call or email me

Gina
gina.dohna@ucn.net
801-386-8353

[GinaD]

mdzakvin,

We can do a cold transfer or a warm hand off and keep the port. There are a few options. Aspect is very costly and you won't get all the features. My company does this hosted.
Please email or call me.
Thank you,

Gina
gina.dohna@ucn.net
801-386-8353

[tompinuk]

Just picked this up. Can you tell me more of what you are trying to do please? Sounds like you commenting on the fact that when a call overflows to a super-group it could be managed by ANY member of the super-group and will not be prioritized to a certain skill?