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NOTE:
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Priority queuing
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■’’aVm˜•ap•a›©˜pm˜m›•"Odp§˜›p˜"m˜˜’zda›•˜^a’˜"ddp§’˜4"dd’˜O•ph˜›^F˜’zda›:˜ §^Fm˜am›•"Odp§F=˜am›p˜"mp›^F•˜’zda›:˜›p˜*F˜„¤F¤F=˜"^F"=˜pO˜mpmz•ap•a›©˜ 4"dd’•˜p•˜hp•F˜amOp•h"›apm:˜’FF˜‘‘Information Forwarding’’ on page
Queue status indications
p¤˜4"m˜"’’aVm˜„¤F¤F˜’›"›¤’˜am=a4"›apm’˜pm˜"VFm›’Œ˜p•˜’¤zF•¦a’p•’Œ˜›F•ham"d’˜p•˜ 4pm’pdF’˜Op•˜˜4"dd’˜am˜„¤F¤F•˜p•˜hp•F˜amOp•h"›apm:˜’FF˜‘‘Queue Status
Indications’’ on page
Direct Agent Calling
NOTE:
a•F4›˜VFm›˜"ddamV˜•F„¤a•F’˜"dda’p•˜=b¤m4›_§a›4^˜zzda4"›apm˜m›F•O"4F˜ }˜p•˜•˜p›^˜p•aVam"›amV˜"m=˜4"ddF=˜z"•›©˜d"’’˜pO˜F’›•a4›apm’˜ ’}˜h¤’›˜*F˜’F›˜›p˜"ddp§˜a•F4›˜VFm›˜a"damV•˜FF˜‘‘Expert Agent Selection’’ on page
a•F4›˜VFm›˜"ddamV˜}˜4"¤’F’˜"˜4"dd˜›p˜"˜z"•›a4¤d"•˜˜"VFm›˜›p˜*F˜›•F"›F=˜ "’˜"m˜˜4"dd•˜VFm›’˜4"m˜Fm›F•˜O›F•˜"dd˜p•c˜hp=F˜Op•˜=a•F4›˜"VFm›˜4"dd’˜"m=˜
˜"m=˜˜4p••F4›d©˜hF"’¤•F˜›^F’F˜4"dd’˜"’˜˜4"dd’•
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m˜"VFm›˜§a›^˜"˜h¤d›aO¤m4›apm˜z^pmF˜p•˜§^p˜a’˜pm_^ppc˜"m=˜mp›˜"¦"ad"*dF˜›p˜ "m’§F•˜"m˜˜4"dd˜^F"•’˜"˜•amV_zamV•˜m˜"VFm›˜§a›^˜"˜’amVdF_damF˜z^pmF˜"m=˜§^p˜ a’˜pOO_^ppc˜"m=˜mp›˜"¦"ad"*dF˜^F"•’˜›^F˜4"dd_§"a›amV˜›pmF:˜F¦Fm˜§^Fm˜"dd˜"a›amV˜ F•ham"›apm˜a’˜mp›˜"’’aVmF=•˜^F˜•amV_zamV˜p•˜4"dd˜§"a›amV˜›pmF˜a’˜Va¦Fm˜pmd©˜pm4F˜ zF•˜4"dd˜§^Fm˜›^F˜=a•F4›_"VFm›˜4"dd˜a’˜„¤F¤F=•˜^F˜da›˜§p•c˜hp=F˜*¤››pm˜d"hz˜Op•˜ ›^F˜’zda›˜pm˜›^F˜"VFm›Œ’˜z^pmF˜Od"’^F’:˜am=a4"›amV˜›^"›˜"˜=a•F4›˜"VFm›˜4"dd˜a’˜ §"a›amV•˜d"’^amV˜’›"•›’˜§^Fm˜›^F˜4"dd˜„¤F¤F’˜"m=˜’›pz’˜§^Fm˜"dd˜=a•F4›˜"VFm›˜ 4"dd’˜"•F˜•Fhp¦F=˜O•ph˜›^F˜„¤F¤F˜›^"›˜a’:˜›^F©˜"•F˜"m’§F•F=:˜"*"m=pmF=:˜p•˜ ’Fm›˜›p˜4p¦F•"VF}•
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