Queue delivering call when on hold. 2

[RYLSFAN]

HI All,
I have an issue that is getting the better of me and was hoping someone could help. IPO 7.0_23 500V2

I have a queueing set up and it seems to be working as needed except one thing. When a HG member places a call that was sent to them from the queue on HOLD, the next call in queue is delivered to them. So now the HG member has 2 calls. Not sure why. Any ideas?

TIA

Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige

 

[Telecomboy]

Under user, check busy on hold.

 

[tlpeter]

When you have 2 call appearances then go to Telephony and then reserve the last CA.


BAZINGA!

I'm not insane, my mother had me tested!

 

[RYLSFAN]

Busy on held was not ticked, so i checked it. Tested the queue and got the same results. When the user placed the current call, i was sent to her instead of staying queued up.

As for reserving the last CA, each user has 3 appreances for support purposes so i'm not sure if i should lower it to 2 and tick reserve last CA or not.

any other ideas?

Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige

 

[hairlessupportmonkey]

having three CA keys will cause your issue, even reserving the last CA key - leaves on CA free.

Have a group button so people can monitor it, and pick up calls from it if the queue is busy, they can then put their caller on park and take the next call if needed.

ACSS - SME
General Geek

 

[RYLSFAN]

you nailed it boys! i removed the third CA and ticked Reserve Last CA and it works as desired.

Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige