Customer has CM 5.2 and has EAS enabled. Their call center has been taking calls with no problems for the longest time and without any changes being made, if a call rings in and an agent with a skill level 1 doesn't answer the call, the call is not going to the agent with a skill level of 2 or higher.
If there is no one logged in to the group with a skill level 1 and a call rings in...the call by passes the queue completely. It sees the agent logged in but doesn't route the call to the agent with a skill level 2 or higher.
If there is no one logged in to the group with a skill level 1 and a call rings in...the call by passes the queue completely. It sees the agent logged in but doesn't route the call to the agent with a skill level 2 or higher.
