Avaya Reserve Agents

[Jsaunde7]

I've turned on Business and Dynamic Advocate and my Reserve agents are automatically getting calls before both thresholds are meet. I have SLS set to Y, Activate on OCW set to Y and R1 Threshold 45sec and R2 Threshold 75 seconds, group set to EAD-MIA. Primary agent with skill is in Aux and Placed R1 agent in available. When I dial queue call to this skill, the call automatically rings to R1 agent without waiting for the threshold. I have also tried group-set to UCD-MIA and PAD and I've also removed active on OCW. What am I missing here. All help would be appreciated.

 

[Jsaunde7]

Any help out there...I changed my threshold to 80 secs for 1 and call waits in queue but anything under that automatically rings to reserve agent 1

 

[Jsaunde7]

Just checking back to see if any assistance is out there.

 

[Saiyan656]

Have you tried turning on Call Selection Override? Also are you using Skill Level or Greatest need?

 

[Jsaunde7]

I’m using skill level for the reserve agent and I have not tried call selection override

 

[Saiyan656]

If you are using skill level the you need to set that skill level as 16 and not reserve 1