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Community Member

IPCC 5.0.2 Outbound call efect in circular selection criteria

I have installed ipcc 5.0.2 with service release 1, Actually an inbound call comes and it's deliver in the order that I configure the agents, but when an agent makes an outbound call, the order is lost, the call is deliver to an agent that had a call before.. It's normal ? How I can make to the deliver of calls continue in same order ?

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VIP Super Bronze

Re: IPCC 5.0.2 Outbound call efect in circular selection criteri

Yes that is normal. The outbound subsystem interacts with RmCm and places agents in the same Reserved and Talking/Not Ready states that an inbound call does. Because of this, the next inbound call for a CSQ that uses Longest Available resource selection criteria will be impacted.

Community Member

Re: IPCC 5.0.2 Outbound call efect in circular selection criteri

But the question is, if agent makes inbound call between receive the call of his turn then hang the call and it's available, the call that have to deliver to him is not.. the order is lost, is this normal ?

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