TheCardMan
IS-IT--Management
We are experiencing an issue with "return to queue" calls showing up in agent performance reports. Our call presentation is set to force the call to the agents. "Call force delay timer" is set to 8 and "After call break timer" set to 2, we also have the check box marked for "Answer by placing DN call on hold". I am seeing pegged calls under the column "Returned to Queue" (not timeout).
I have looked at the call by call detail and found the return to queue happening right after the call was presented. In the same second and the reason code sometimes states NRDY or UNKNOWN. I have set up a test scenario where I duplicated the settings and when presented a call we tried to hit the not ready button quickly or DN button to see if we can send the call back to the queue but all that does is disconnect the call.
How else can I find out what is making this happen? We are using 1150e phones with headsets. Could they be unplugging the quick disconnects of the headset while the forced presentation tone is heard?