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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>In one of my call centers I have two groups that handle
different caller needs.&nbsp; The caller selects which group they need upfront
and are queued to that group for the next available agent.&nbsp; <o:p></o:p></span></p>

<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p>&nbsp;</o:p></span></p>

<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>What would be the appropriate way to configure this if I wanted these
groups to be able to back each other up after an initial wait time
period?&nbsp; &nbsp;Skill based routing would let me do this but without the
initial time period.&nbsp; Resource groups don&#8217;t seem to allow this
either.<o:p></o:p></span></p>

<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p>&nbsp;</o:p></span></p>

<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Any thoughts on this would be appreciated?<o:p></o:p></span></p>

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