Who Gets the Next Call

[inerguard]

I was on the understanding that the agent that had waited the longest in auto-in would get the next call.

This is no longer happening since I moved to CM4.

Where is the setting to make sure that whoever is waiting the longest since the last call gets the next one.

Thanks for your help

Derek


[Started on Version 3 software 15 years a go]

 

[4merAvaya]

Are you working in an Expert Agent (EAS) environment?

Kevin

 

[inerguard]

Yes, EAD_MIA hunt groups, logins in use, all agents have the same skills and same skill levels.

Worked fine on our G3R V.11, so I'm assuming there's just a setting somewhere that needs changed.


[Started on Version 3 software 15 years a go]

 

[inerguard]

Any ideas anyone, this is causing me big problems???


[Started on Version 3 software 15 years a go]

 

[wil19148]

Check your system-parameters features to see if the setting for "After Call Work Considered Idle" has changed. That could have done it.