hi,sorry for reference your message without any notification
I got a similar problem,my ICM script is:
And my problem is:
when there is no agent ready,the call will be route to queue,and will be pick up as soon as any agents goes into ready mode.
But when there are agents in ready mode,the call can not be routed to the Agent phone directly, it will be sent into the queue first, and then picked out to the Ready agent.
During this period, the agent's status will become "Reserved"