CALL CENTER

lucky_pig

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#1
I need some your help
now I get some problems with ACD.
suppose that I'm a agent, have 3 customers (A,B,C). while I'm making phone call with A&B, C calls for me.But C has priority is higher than A&B, so that C can't get into queue.I use X-lite, has 2 lines. I don't know what way I can know C's calling for me while 2 lines are busy and how to do I can interrupt A or B to execute a phone with C
Thank all
 

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