We have a situation where we want to play different in-queue music to different callers depending on which number they dialed. The only way I can think of to do this (please correct me if I’m wrong?) is to place them in different queues but have the agents members of both queues.
However, when this is the case, the agents don’t seem to pick callers from both queues in a fair way. We don’t have any weighting on the queues or agents, so when an agent becomes free I would have expected them to take the first caller in either queue, depending on whichever had been waiting longer… but this wasn’t the case. They just seemed to alternate between the two queues regardless of wait times.
Is what I want to do possible?
Thanks in advance for any help,