Preferred agent tag and contact knocking
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).