Force disconnect a call when all agents are in calls and a priority 1 calls is in queue

Platform API
1

Hello

In our callcenter we handle low priority and high priority calls. Rarely we receive calls that must be answered within 10 seconds. This is not always possible if all agents are in a call.

Is it possible to programatically recognize this situation, find a suitable agent based on skills, and disconnect the active call and any ACW. If the priority of the call in queue is high enough, this agent should the receive the incoming high priority call.

Thank you for your time

2

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