Hello Mitel Avenger,
Is there possible to caller waiting in queue will be answered in reverse way.
Example, call-in transfer to IVR and reroute to Queue. When all agent are busy on ACD, there is 3 call waiting show below:
Caller A waiting in queue 5mnt
Caller B waiting in queue 3mnt
Caller C waiting in queue 1mnt
By default, when agent are available caller A will get first priority to be answer follow by Caller B and C. Can we do reverse way? Caller C will get the first priority follow by Caller B and last priority goes to caller A.
it seems unfair to the Caller A
, but it is a customer request.
Thank in advanced.
MICC V8
MiVB V8