Call Manager System question

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  • mccale
    Aspiring Member
    • Jan 2014
    • 1

    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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