HDX

[hsantos]

Let's say that I have a script using HDX. Here's the high level logic of my script:

Queue to Skillset ABC_Skill
HDX SEND info to Application
waits for HDX
HDX RECEIVES info from aplication
Call is Routed Controlled to CDN based on HDX INFO
DEQUEUE CALL from Skillset if Route Called Successful

In this case, if an agent becomes available while doing the HDX treatment
could it receive the queued call to ABC_Skill before the HDX finishes is work??

Thanks

 

[captaingadget]

My understanding is that yes the call could be answered before the HDX is completed. Once a call is queued to a skillset, it stays queued unless it receives another treatment. Also if there is a free agent when the the call is queued it would be answered imediately, the HDX bit would not be executed.

 

[mte0910]

The Captain is correct, if an agent becomes available before the HDX piece has completed and the transfer based on the querry takes place, the call will be answered by the agent.