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Mitel MiVoice Business/MCD/3300 / ACD Calls
« on: September 28, 2011, 03:02:14 PM »
I have an ACD path with two agents logged into it.
A call comes in and rings on the first agent. The agent isn't at their desk and, as described by their COS, the agent is logged out of the queue after 16 seconds. The call then bounces to the second agent. Now, as the call is ringing on agent number two, agent number one logs back on.
After 16 seconds, should the call not log out agent number two and the bounce back to the first agent?
Or, because the timer has already passed by the time the agent logs back in, does the call remain ringing on the second agent?
A call comes in and rings on the first agent. The agent isn't at their desk and, as described by their COS, the agent is logged out of the queue after 16 seconds. The call then bounces to the second agent. Now, as the call is ringing on agent number two, agent number one logs back on.
After 16 seconds, should the call not log out agent number two and the bounce back to the first agent?
Or, because the timer has already passed by the time the agent logs back in, does the call remain ringing on the second agent?