As outlined below in the Select Resource part, If the agents are busy the call should go to the Queue, then the caller will hear the first prompt, it will play a message informing him that the agents are busy then go to the second prompt which plays music and the length of this file may be 5 mins, If an agent is available during this period, will the caller wait until the music finish then go to loop again, or the call goes directly to the available agent?
Accepted Solutions
It depends on if you have set the second prompt as interruptible or not. If it is then when an agent becomes available the call would be delivered out of the queue to the agent.
It depends on if you have set the second prompt as interruptible or not. If it is then when an agent becomes available the call would be delivered out of the queue to the agent.
