Calls dont queue and they drop.

Unanswered Question
Feb 14th, 2008

I have an issue with my callcenter.

1) When all agents are busy and another call comes in, instead of the last call to be on queue, they drop.

2) caller IDs dont show on IP Phone when calls come in.

Please can someone be of help?

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
erwin.stevanus Wed, 02/20/2008 - 15:54

can you please give us more detail of the setup? Is this an IPCC call center (ICM & CM 7 IPIVR/CVP) or is this ICM ACD Call Center?

in IPCC the calls needs to be queued in the IPIVR or CVP (in the router) because the CM can't queue the call. You need to make sure the IP IVR/CVP is up and running for the queuing to work.


This Discussion