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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>I am setting up a Que and the customer wants to have agents in group A answer all the calls. <o:p></o:p></p><p class=MsoNormal>If a call waits in que for over 5 minutes, they want a second group of agents (group b) to be able to take that call. So the call could goto the either group A or B.<o:p></o:p></p><p class=MsoNormal>My question is, Can I do this in one Que, or do I need two.<o:p></o:p></p><p class=MsoNormal>I was thinking that I could do a “set priority” of 5 when the call comes into the que and then after 5 minutes, set it to 1.<o:p></o:p></p><p class=MsoNormal>Thanks<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Carlo <o:p></o:p></p></div></body></html>