05-19-2009 01:20 AM - edited 03-14-2019 04:05 AM
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
Solved! Go to Solution.
05-19-2009 01:44 AM
Hi,
If the agent is ready after a RNA call, the agent should be allocated for that queued call again.
HTH
--bas
05-19-2009 01:44 AM
Hi,
If the agent is ready after a RNA call, the agent should be allocated for that queued call again.
HTH
--bas
05-22-2009 04:39 AM
Thank you for your answer.
It helped a lot.
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