dburson
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Re: Oldest Call in Queue not getting answered in order
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.1.1KViews1like0Comments