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New Member

Calls dont queue and they drop.

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?

2 REPLIES
Silver

Re: Calls dont queue and they drop.

If you are looking for the Caller ID to be diplayed on a supervisor desktop, it will not work which is the expecetd behavior.

New Member

Re: Calls dont queue and they drop.

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.

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