Scott1234 Posted April 10, 2019 Report Share Posted April 10, 2019 I know I have my other agent group topic; I am going to test that today at some point since going to the latest version, been super busy. Something that has 100% changed with the latest version, but changed somewhere from 57.3.2 was the logic of the setting After hearing ringback for (s) not sure if it was intentional? Example, • Customer may have any number of logged in agents at any one time • Customer has a number of extra agents as part of the, All agents for this ACD including the main agents, these extra agents typically never login. • Customers were using the 'After hearing ringback for (s)' to call the extra agents in, previously this setting would allow for all extra agents defined here to ring at the same time so the call got answered quickly, now it follows the logic set out in the Agent selection settings. I thought the previous logic made sense as if I wanted the 'After hearing ringback for (s)' section to follow the agent selection logic I would have just programmed them in as logged in agents to follow the ring order, now if I want to add in a lot of agents in one go I have to divert off to another agent group that has them all logged in, this makes it more messy as before I could contain it all in one group. Maybe an extra option is needed to control how that works now? or remove it from that logic. Thoughts? Quote Link to comment Share on other sites More sharing options...
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