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JP Babiera
Enthusiast

CCX 9 - Lost position in Queue

Just out of curiosity, has anyone experienced a case when a user's position in queue was lost.  They were on hold 1st in the queue, then a second caller calls in, then they got bumped to 2nd?  This has been working flawlessly the last several months this has been in place, but we just got a complaint that it has occurred.  The CCX is located at a different location to the phones of where the problem was experienced.

 

Attached a screen shot of the CCX script.

3 REPLIES 3
Chris Deren
Hall of Fame Master

Couple of possible things:

Call RONAed and call was re-queued with higher priority

You are prioritizing some calls over others, i.e. priority step is used somewhere in this or another script that queues the same CSQ

Chris

I agree, somewhere in the script you are prioritizing calls.

Thanks for the follow up replies.  I'm reviewing the script to see if there's anything that's causing calls to have a higher priority.

 

JP