Caller queue position if agent RNA

[ryan.lewis]

If the agent is presented a call and does not answer it, does the caller retain their position in the queue or will they go to the back of the queue?

Is there a way to modify  this setting?

Thanks,

RL

[Mark Grace · Accepted solution]

In the pre-IPCCx 4.x days, you had to increase the priority on a call after a RONA before trying to select another Resource (agent).  I believe this is automatic on current versions, though you could still change priority levels on different calls (via the Set Priority step to specify a specific priority or increase/decrease a priority) if you wanted to prioritize different calls/callers under certain scenarios.

Re-route on Ring No Answer. If the selected agent does not answer within the allowed time limit, the caller retains the position in queue. Any screen pop data is also preserved.

(http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express_chapter_01.html#UCCX_RF_AD3AFADE_00)

[ryan.lewis]

Mark,

Thanks for the response! I might play around with the set step, but right now this answers my question.

Thanks again!

RL