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FROA ON CS 1000

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actelcom

Vendor
Dec 20, 2005
9
US
I have a basic ACD that I am trying to force the first Ran Route. I have FROA set to yes, but if an agent is available, it will skip the route, and present the call to the agent.
 
Configure a second queue, a dummy queue. MAXP = 1, NCFW to the queue you are working with. Set NRRT to the ran you are trying to play.
Now, the calls should go first to your dummy queue. That NRRT night ran will play, then it will go to the "real" queue. You may have to do some creative reprogramming so that the calls go to the "dummy" queue rather than the "real" queue.
 
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