I have created a new ccx script for a new call queue. Here is the concept.
incoming call, if agents are available, doesn't play message, just starts ringing first agent. If all agents are busy, then it goes to a queue and plays a please hold message, then provides hold music. Every 60 seconds it should play a prompt please continue to hold and repeat until agent is available.
Most of it is working, but I am experiencing two issues.
A: when agents are busy and another call comes in, they here the prompt, they hear music on hold. BUT in finesse the queue doesn't show a call waiting. When the call first comes in, it shows the call (1), but a second or two later it is gone and back to zero calls in queue.
B: when an agent hangs up the phone, they are not presented the call that is in the queue until the call here's the "please continue to hold" and then the agent is presented with the call.
I will attach a screenshot of my script for review and any input would be greatly appreciated.
