How to configure Queue

[former_member309324]

Hi,

anyone can help me?

When a call comes into the queue, we set that it is rotated between an agent to another every "x" seconds.

If all agents do not respond, the call remains in the queue and no agent can no longer answer (the call remain in “limbo”)

It's possible to restart the forwarding to the first agent free and past "y" minute call receive the busy prompt?

Thanks for support

Matteo Casanova

[Former Member · Accepted solution]

Hi Matteo,

You have not stated which version of BCM you are on but you are running into the Block Rejected Contact from Agent feature.  When this feature is active it does not allow an active contact in the queue to be presented to an agent again (even if only one agent is logged in) to fix this problem you need to set the Block Rejected Contact from Agent from Always to Never.  This will allow an active contact who has been rejected from an agent to allow for that agent to receive that contact again when they are ready to accept an incoming call.

You can do this via System Management --> Channels --> Voice Channel block.  The feature is under the Contact Management group settings.  See screen shot:

You can also set it per specific queues.  Via Queue Managment --> Queues --> Contact Managment block.  See screen shot:

I hope this helps.

Thanks,

Marcus

[gabriele_mutti · Accepted solution]

Hi Marcus

thanks for help

[former_member309324 · Accepted solution]

Hi Marcus,

thanks a lot works flawlessly.