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Interactive Intelligence (I3)/Cisco PCCe Question

Interactive Intelligence (I3)/Cisco PCCe Question

(OP)
Can anyone tell me about the I3? I have a customer that just got rid of their I3 for Cisco PCCe. They are having a real problem with it because of how it is functioning (BTW its functioning right). For example, when they make outbound calls they are automatically put into a "not ready" state so they don't get an inbound customer call. They have realized that they are no longer the longest idle agent and get pushed to the "back of the line" as to when they get their next inbound call. They swear to me, that the I3 would allow them to make outbound calls and it would not affect the idle state timer therefore still receiving call in the order they thought they would. So, did the I3 really do this? If so, what type of ACD configuration does that system support? I know there are few different ways to distribute ACD calls, but nothing to hold your place in line per se.....


Any feedback would be great, thanks

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