Hi Guys,
Sorry for long post but,we are having a weird issue regarding call priority. Our setup is below:
IPO Version 10 and VM Pro 10.1
14 Hunt groups: 6 are collective, 3 sequential, 5 Rotary
Issues are with 2 of the rotary groups, both the hunt groups has same agents, except two unique agents
Calls in queue are not assigned to agents based on which call was first came in. For example, if there is a call waiting for 30 minutes for Hunt group A agents and then another incoming call which queued up after first call will get assigned to agent first. The first call which waited for 30 minutes will still be in queue.
Looks like one hunt group calls are getting priority over other hunt group calls. But what is unusual is call priorities have not been setup at incoming call routes in IPO and at transfer point in VM PRO.
I am looking for a solution for a month now. I have changed one of the hunt group to sequential mode and recreated call flow for two hunt groups in VM PRO.
Please input your views on this.
Sorry for long post but,we are having a weird issue regarding call priority. Our setup is below:
IPO Version 10 and VM Pro 10.1
14 Hunt groups: 6 are collective, 3 sequential, 5 Rotary
Issues are with 2 of the rotary groups, both the hunt groups has same agents, except two unique agents
Calls in queue are not assigned to agents based on which call was first came in. For example, if there is a call waiting for 30 minutes for Hunt group A agents and then another incoming call which queued up after first call will get assigned to agent first. The first call which waited for 30 minutes will still be in queue.
Looks like one hunt group calls are getting priority over other hunt group calls. But what is unusual is call priorities have not been setup at incoming call routes in IPO and at transfer point in VM PRO.
I am looking for a solution for a month now. I have changed one of the hunt group to sequential mode and recreated call flow for two hunt groups in VM PRO.
Please input your views on this.
