Agent State after Ring No Answer - Call Routing

[stewart-smith]

Hi all,

Was hoping someone would clarify some call flow logic for me please.

If I have a script set to check logged in resources, and if there is a logged in resource, to put the call through to the agent. If the agent does not answer, the call goes back to the queue and the agent is still in the READY set as we changed the parameter "agent state after ring no answer" to READY.

Is it possible for the agent to get selected again for the original call when the call goes back into the queue?

Regards,

Stewart

[SebastianV · Accepted solution]

Hi,

If the agent is ready after a RNA call, the agent should be allocated for that queued call again.

HTH

--bas

[stewart-smith]

Thank you for your answer.

It helped a lot.