CCX Queue

jpichardo91 · ‎03-24-2015

Hi everyone,

I have a question regarding an issue i´m having with a customer. My customer is a hospital and the issue they are having is that in peak hours, when patients call in and they receive a number from the IVR (for example: #8), when time is passing by the number increase instead of going down to 1. This is the first time i see something like that. Thanks in advance.

Jose.

Aaron Harrison · ‎03-24-2015

Hi

If you mean a position in queue, the only way they can go 'backwards' is if some other callers are having their priority increased.

Search through the scripts for 'priority' related steps.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!