09-13-2011 08:18 AM - edited 03-14-2019 08:31 AM
Hello,
I have calls that queue into UCCX. After 3 minutes in queue, I queue the calls to an overflow queue in addition to the original queue. The problem I have is that when the call eventually gets answered by an agent in the original queue, it shows up as abandoned in the overflow queue. Is there any way around this?
Thanks,
Glenn
09-13-2011 08:50 AM
Glenn,
try to dequeue the call from the first queue first and then queue it again in the other queue
09-13-2011 09:23 AM
Walter,
Thanks for the reply. I don't want to dequeue the call from the original CSQ. I want it to be queued in both CSQs so that the first available agent from either queue will be presented with the call.
Thanks,
Glenn
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide