on 06-30-2015 1:57 PM
Hi there!
I was wondering if anyone else has tested the preferred agent IVR from under the IVR samples?
What the IVR does with a little help from Python is querying who was the last agent to service the current A-number (constrained by a time window and queue ID) and if a match is found the contact receives the appropriate tag and is forwarded into the queue.
We're currently testing it on a small scale and the agents are complaining that the calls are now offered to them with a knock if they are not ready.
I haven't been able to find documentation on this to find out if this is normal behavior by BCM (we're currently running SP7).
Best wishes,
Jaanus
Hi,
could they use queue size zero for the agents? Never knocks..
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