Is there any way to keep callers in the queue, listening to the queue message while the select resource step rings the agent phone? Right now, it puts them on hold while it rings the phone & gets an agent to answer. Worse, if the first agent doesn't answer & nobody else is ready, it drops them back into queue after popping the agent into "not ready"
Am i missing a setting on the server somewhere that will keep them in queue until answered? If not, is there a way that i can write the script so that it doesn't send the caller off to the agent until after they answer the phone - even if the agent had to press a button or something to take the call?