Queue position number in the queue changed toward reverse direction

[dd2maker]

System: IP 500 v2 and VM Pro 9.0. Some customers complain: when system put their call into the queue, in the beginning, for example, they've been told that their position in the queue is # 7. after while, move forward to # 3 but in next few minutes they've been told their queue position # is 9 or 10. I just wondering what reason can make this happen? thanks in advanced.

 

[sizbut]

Calls going into a queue are assigned a priority ( 1(low) to 3(high)). You can set that in the incoming call route, p character in short codes and wonderful Call Priority Promotion Time setting. If a higher priority call joins a queue they go in front of lower priority. So look for any hint of those things.

Stuck in a never ending cycle of file copying.

 

[derfloh]

Calls with higher priority than waiting calls are put in a higher queue position than the lower priorized calls. So the caller with the lower priority can be informed about increasing queue position.

 

[intrigrant]

When using VM Pro ine the queued and/or still queued actions do you have a action "Divert to $ACD" or "Divert to group"?
If so then delete them as soon as possible...

 

[dd2maker]

Thank! will check incoming route setting first.

 

[dd2maker]

Reason found: those queue position calls which is irregular changed all were from one of our remote location where installed a separate PRI. some customers call to that location instead of our main # and then will be redirect to our auto attendant system which is located at our main location (3 PRI installed). all the calls to the main Site have high priority in the queue but any call from our any remote locations to customer services Dept. at main location enjoy lower priority in the queue. the issue has been corrected yesterday. Many thanks everyone here and have nice weekend.