cant transfer call back to a topic

[digitalg]

topic = 7001
agent = 2000

During normal operation, if I have no available agents, I get MOH (music on hold)

This is my issue:

a call is answered by agent 2000, the agent want to send back the call to the topic 7001.

It works if I have an available agent.

But if I have no available agents, I cannot transfer the call. Im stuck with the call until an available agents.

I should get MOH....

what am I missing ?
Thanks

[rdagur]

You are not missing anything that is a bug.
We are facing same issue since last 8 months.
Hope avaya solve this in r 10.

[kgerhold217]

Try this

Try increasing the queue factor on the topic. This would allow more calls to be queued.

Not quite sure why you would want to transfer a call back to the same queue to get the same agent again but OK. You could also try using skills if you are looking for a more skilled agent to handle the call.

[digitalg]

issue fixed

issue fixed

decrease the queue factor to 0,5