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Call Queue

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Can an Agent be logged into as an agent and have calls routed by using either preference from user agents, Random, ring longest idle first and then also be an agent for After hearing ringback?

 

Though this may not make the most sense with the call flow there are some reasons for doing this but

 

We want to make sure this does cause a loop as we have had some issues.

 

I've seen other post about minimizing the number of agents to ring in the caller in Queue. For hosted would 9 be a problem?

 

Thank you.

 

 

 

 

 

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Can an Agent be logged into as an agent and have calls routed by using either preference from user agents, Random, ring longest idle first and then also be an agent for After hearing ringback?



Yes



It should not but if the agent is on a call he will simply hear a beep, the caller will hear ringback as well but the call will stay in the ACD until the next step is giving under the "Caller in queue" also you will have to keep in mind of the users mailbox timeout.



A loop in the system is when a call is sent back to the source, example AG---->redirect the to the same AG ----->redirect the to the same AG ect


The PBX has a setting for this in the pbx.xml that will allow 11 loops after that it will disconnect the call, this setting is set to protect the PBX integrity at the final 11th loop the PBX will disconnect the call.


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