Hi there,
I have set up a Call Center with a Call Center Agent.
The Call Center has these settings:
The Call Center Agent has these settings:
What I would expect is that:
Working: If there is no agent logged in, go to the timeout destination after 1 second
Not working: If there is only one agent and they decline the call, go to the timeout destination
Not working If an agent declines a call, and another call comes in after 1 second, call the agent again
The declining -> timeout flow is not so bad, since it times out after 30 seconds anyway.
The most troublesome thing is that the Reject Delay Time seems to be fixed at 90 seconds and I can't change it. I have tried 1 second, 5 seconds and 10 seconds.
After each change I log out with the agent, reload the Call Center and log in again, but no matter what I do, if the agent rejects a call and another call comes in right away, it doesn't start calling the agent again for 90 seconds.
Thanks,
Iain
I have set up a Call Center with a Call Center Agent.
The Call Center has these settings:
The Call Center Agent has these settings:
What I would expect is that:
Working: If there is no agent logged in, go to the timeout destination after 1 second Not working: If there is only one agent and they decline the call, go to the timeout destination Not working If an agent declines a call, and another call comes in after 1 second, call the agent againThe declining -> timeout flow is not so bad, since it times out after 30 seconds anyway.
The most troublesome thing is that the Reject Delay Time seems to be fixed at 90 seconds and I can't change it. I have tried 1 second, 5 seconds and 10 seconds.
After each change I log out with the agent, reload the Call Center and log in again, but no matter what I do, if the agent rejects a call and another call comes in right away, it doesn't start calling the agent again for 90 seconds.
Thanks,
Iain