Combining queues for all agents in all splits

[cl8ton]

Can anyone please point me to some documentation that explains how to set this up? I am struggling with finding a way to give calls in one split priority over another split. I do not have the luxury of EAS. I have agents logging in to two splits, and somehow, we need to force calls from Split 8 higher in the que. Can anyone shine some light on this? This is on a Definity G3 V6. I've also noticed my hunt group screen is a lot different than what I'm looking at in these PDF files. I don't have "Priority on Intraflow" as a choice.
Please help... thank you

Carla

 

[98Converter]

Can't you just queue to skill X pri T

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[cl8ton]

I don't have Expert Agent Selection, or Skill based routing in my software release.

 

[NitramTELEBOY]

What's the criteria that would make one higher than the other? It's been at least a decade the last time I worked in a Non-EAS enviroment.
When you "queue to split" are there any options at all?
Also check the options on the hunt group itself.

 

[DAVIDPAYNE]

I do not believe you are going to be able to set any priority without at least vectoring.
There is nothing that I am aware of using basic ACD to do what your are asking.

 

[cl8ton]

I do have vectoring - possibly basic vectoring, but I do have that. I have two different toll free numbers terminating at the same call center group. I've got them coming in to two different splits because I only have a few agents who have the ability to answer calls from split 1. All agents can answer calls from Split 2. All agents are needed on split 2, as it is the busier call que- yet split 1 is business the company is trying to develop, so we would prefer any calls coming in to split 1 get priority over split 2 calls. Does this make sense? This is a perfect scneario I believe for skills based routing, but I do not have that option.
Thanks for helping out here all.

 

[DAVIDPAYNE]

If you have basic vectoring you could test to see if queuing to a skill (hunt Group Number) will work. Not sure if it will are not.

The other thing you may look at is to AUX group 2 when they see calls holding.
You would need to setup queue lights on the agents phone so they could see those calls waiting.