I have a 3-tiered CSQ script where I am trying to age calls through the different queues based on ring down time.
IOW, a call comes in, selects the first CSQ and rings a ready-state agent phone. If no one answers after, say, 10 seconds, I would like the call to move on to the second CSQ, ring a ready-state phone for 10 seconds and, if no one answers, transfer to voicemail.
What is happening, though, is the call stays in the first CSQ and just keeps ringing the next ready-state agent phone and it never leaves that CSQ.
Is it possible to put a global RNA timer on each CSQ? If so, how?
A hunt group sounds far easier than using CCX here.
There is a Timeout parameter on the Select Resource (or Connect step if you're using that). This will define the length of time an individual agent will be offered the call. You cannot limit the aggregate amount of time that a call is offered across multiple agents on a CSQ; it must exhaust all resources and then enter the queued branch before you can add an additional Select Resource step.
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