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Bill H

Caller Priority

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ACD Group

 

Caller Priority:

Try to pull out callers when their last agent becomes available: Callers will be ––pulled from the queue if their last agent becomes available.

 

 

I seem to remember that you had to use CMC (Client Matter Codes) to get this feature to work.

 

I only read explanations of the feature in the manual, no implementation info.

 

 

What else, if anything, is required to use this feature?

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ACD Group

 

Caller Priority:

Try to pull out callers when their last agent becomes available: Callers will be ––pulled from the queue if their last agent becomes available.

 

 

I seem to remember that you had to use CMC (Client Matter Codes) to get this feature to work.

 

I only read explanations of the feature in the manual, no implementation info.

 

 

What else, if anything, is required to use this feature?

 

 

Bump

 

The new version of the Admin Manual is out, but I didn't see any implementation methods.

 

If I just select "Try to pull out callers when their last agent becomes available:" will that do it or is there more settings to be added/changed???

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i believe it uses the caller id info to see which agent that caller id number last talked to, and based on that will send the caller to the agent

now if that i said was correct, do you have to keep call records for a year long so the feature works good?

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Version: 3.1.0.3031 (Linux)

Ive been having headaches with agent groups as well.

 

Calls getting stuck in queue, not being answered by agents.

 

When ringing if the agent doesnt pick it up, it gets stuck.

Doing any redirect behavior like if ringing 25 sec redirect back into agent group only gets calls mixed up and sticky.

 

the only savior we've had is *87

 

but still its an annoyance many times over

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