[cisco-voip] CRS ver. 3.1(3) IPCC Express with multiple CSQs

[Nasser Khwaja]

Hi,

We have Cisco CRS ver. 3.1(3) IPCC Express with multiple CSQs and have
agents inside them with
multiple skills. The problem is that some queued calls with a lower priority
are given to an
agent before a higher priority one.

Example: We had 5 calls holding in the General Customer Service queue and 2
in Retail queue.
The Retail agents have an "1" priority for General Customer Service and a
"5" priority for
Retail calls. Whenever a Retail agent was available for a call, the General
call went to the
agent before the Retail one.

Do you know why this is happening and what is the remedy?
Thanks
-Tennisman.
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