I'm have a difficult time understanding you; however, I _think_ what you are asking about is this scenario:
A contact is placed within the Queued branch of the Select Resource step. While queued, the contact is hearing Play Prompt or other media. An agent becomes available and is reserved for the contact. This interrupts the Play Prompt step (and plays MoH) while offering the contact to the agent.
Many steps, such as Play Prompt, have an "Interruptable" parameter that prevents this from happening. An agent would remain in the Reserved state until the step finished and would then be offered to the agent.
No,in our scenario if agent busy,the customer have to leave a voice message.
The problem i have,is when customer recording his message or hears some PlayPrompt,and when the agent is ready again,the customer transfers to the agent without any possibility to leave his message or hear goodbye..
All i need that the client did not pass to the agent after the agent is released.
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