Ah, I think I've got it! The administrator needs to disable MAC-based forwarding (MBF) on the Citrix ADC to allow the packets to take the desired routing paths. That should do the trick.
I've got this! The key is to set the entitlement channel to Email and the Total Terms field to 20 for the email support. Then we add the Phone option and set the Total Terms field to 10 for the phone incidents. Option C covers all the requirements.
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