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mccale 01-02-2014 10:38 AM

Call Manager System question
 
Why at anytime would an agent who was available lest time then another agent receive a call first in CMS?


Example:
  • Agent 1 has been available for 4:20
  • Agent 2 has been available for :30
  • Agent 2 gets the next call
These agents are using ziptone (no ring direct answer) and are both on the EADMIA (Expert Agent Distribution Most Idle Agent).

Thanks,


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