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Call Queuing issue

We are facing an issue with queuing of Calls. We are running CRA 3.3 and CCM 3.3. The calls are getting queued when the agents are busy or in not ready state. The queuing part works fine. But whenever the caller presses any key while hearing the queue prompt the caller hears silence and the prompt stops. Will appreciate any assistance in solving this issue.

2 REPLIES
Silver

Re: Call Queuing issue

Hi,

Have you defined any action to be performed after getting the dtmf input, while on queue? Breifly explain your script.

Regards

Yogi

Bronze

Re: Call Queuing issue

Hi,

I suspect that the Play Prompt inside the Queue step as the Barge-in property set to Yes, this means the caller can interrupt the prompt. Try setting the Barge-in property to No and let me know the result.

If still problem persists, please explain your script.

Regards

Venkat

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