Answering a different call 1

[IPOLackey]

Hi Guys,

Here's a weird one for you. Have a call centre (no cc software, just groups) that has agents answering each others calls.

Scenario is Call 1 comes in and rings on Agent A.
Call 2 comes in and rings on Agent B.
Agent B press the answer key on their phone and gets Call 1 rather than Call 2.

They are using priorities on the ICR's. And it's a 9.1.6 Server Edition.

Any ideas?

Thanks,

 

[sizbut]

Its normal default operation.

Whilst the group's ring mode and the order of group members in the members list determines the order in which agents are rung - when any of the ringing agents answers a call, it is the longest ringing group calls that gets connected to them.

That behaviour is controlled by the group's Queue Type setting (Group | Queuing | Queue Type).


Stuck in a never ending cycle of file copying.

 

[IPOLackey]

Of course it bloody is. Sorry, think I've already switched off for Christmas.