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Old 01-02-2014, 10:38 AM
mccale mccale is offline
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Question 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).

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Tags
call answer group, call center, call routing, cms

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