Hi @TravisThinking, welcome to the community.
Thank you for the detailed feedback. Calls should be delivered in the order they were received by default, but there are some corner case circumstances that can affect this occasionally. With "Ring All Available Agents" enabled the issue you described should not be happening, we would need some specific examples of calls this has happened with in order to start looking into how it happened.
One suggestion that may help is if you currently use our Contact Center add-on when an agent steps away they should go on Pause
I have found if the call reaches the "timeout" value that is set from the Dial Plan, it resets the callers time to 0.
Let me tell you, we had it set to an hour for our contact center. We actually had over 60 calls in queue, and the longest call was 58 minutes. We found it was actually much longer than that when the caller at the top of the list went back to the bottom after hitting 60 minutes and started back over at 0 seconds in the queue.
Hello,
Yes that would be helpful if you would look at it. I have been told by support that the behavior is normal - so I would be happy to get this resolved. Is there a way I can send these to you directly as they have sensitive info on them.
Please advise. Thank you in advance.
