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New Member

Unanswered CSQ call gets thrown to the back of the queue!

Scenario.. A call finally progresses itself through a queue and is presented to an agent... if the agent misses the call and is subsequently logged out of the queue then the caller is placed to the "back" of the queue!

What would cause this?

5 REPLIES
Silver

Re: Unanswered CSQ call gets thrown to the back of the queue!

That's true, because during connect attempt call is dequeued. But you do it yourself and give higher priority for unanswered calls.

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regards,

pk

New Member

Re: Unanswered CSQ call gets thrown to the back of the queue!

Thanks for the response PK, it's a customer that has run into this "scenario" and my IPCC lab server is down at present, where would this be set... within the CSQ settings within AppAdmin?

KR

Andrew

New Member

Re: Unanswered CSQ call gets thrown to the back of the queue!

I set it in scripting

Re: Unanswered CSQ call gets thrown to the back of the queue!

KR,

You can control this in your .aef script. There should be a select user statement under that go to connected and failure that is where you assign a priority.

then the call will be placed back to the top you may want to look over the IVR scripting manual as well.

Please rate if helps.

Thanks,

Baseer.

New Member

Re: Unanswered CSQ call gets thrown to the back of the queue!

Hi Baseer,

Thanks for your response, I get the logic behind how it works but with regards to the script there aren't any "select user" or "failed" steps... I have a Select Resource and a Connected under that and it seems feasible that a Set Priority step being applied under that would work but can't test it yet (lab server needs rebuilding for full functionality)

Kind Regards

Andrew

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