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Author Topic: ACD Requeue  (Read 2865 times)

Offline bluewhite4

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ACD Requeue
« on: May 18, 2011, 10:28:57 PM »
I have a system running 4.1. They agent queue has a Path Unavailable Answer point defined. The agent COS has the "ACD Logout Agent No Answer Timer" set.

When a call comes in, and no agent answers it, the system logs the agent out like it should. But if there was only one agent logged in, instead of trying to re-queue the call, and use the defined Path Unavailable point because the agent group has no agents logged in, it instead hangs up on the caller. When all agents are logged out, the system does use the Unavailable point correctly.

Any thoughts as to what might be wrong here?


Offline ralph

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Re: ACD Requeue
« Reply #1 on: May 19, 2011, 08:13:24 AM »
You may have to queue the calls to the group even if no one is available.
That will mean they will have to put the path in DND at the end of the day - usually not a thing agents can seem to do consistently.

Ralph
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Offline bluewhite4

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Re: ACD Requeue
« Reply #2 on: May 19, 2011, 08:15:02 AM »
It works correctly though when all the agents do log out. Its just in the early morning, when the one or two agents are busy doing other things and miss the phone for whatever reason, when it logs them out and then hangs-up on the caller.


 

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