Looking for possible ways of implementing call center with "expertise areas" for agents. One possibility was simply having multiple queues - with agents signing in to each queue for which they are qualified. However, it seems like this might have issues with the agent's "busy" status not being shared across the queues. Is there any other mechanism that would be suitable? It looked like tiers might also be a way to accomplish it, but from the docs sounded like completely different than how they were intended to be used. Intent is to flag the incoming call based on progression through an IVR, picking a particular group of agents based on the selection. (Generally a subset for lower skilled.) Thoughts? -- Nathan ------------------------------------------------------------ Nathan Neulinger nneul@mst.edu Missouri S&T Information Technology (573) 612-1412 System Administrator - Architect