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<div class="moz-cite-prefix">On 12-08-15 16:31, A J Stiles wrote:<br>
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cite="mid:201508121531.32390.asterisk_list@earthshod.co.uk"
type="cite">
<pre wrap="">On Wednesday 12 Aug 2015, Jonas Kellens wrote:
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<pre wrap="">Hello
I was wondering of it is possible to have Queue Agents with the same
priority (penalty) but with a certain order ?
So I have 20 Agents.
Agent 1 till Agent 10 has penalty 1.
Agent 11 till Agent 15 has penalty 2.
(only contacted if 1 -> 10 are busy)
Agent 16 till Agent 20 has penalty 3.
(only contacted if 1 -> 10 and 11 -> 15 are busy)
Within the range of Agent 1 till Agent 10, can I have a certain order in
these Agents in which they are rung ?? Like Agent 1 -> Agent 5 -> Agent
2 & 3 & 4 -> Agent 6 -> Agent 7 -> Agent 8 & 9 & 10.
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<pre wrap="">
What's wrong with giving agent 1 penalty 1; agent 5 penalty 2; agents 2, 3 and
4 penalty 3; agent 6 penalty 4, agent 7 penalty 5, and so forth?
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<font face="Helvetica, Arial, sans-serif"><br>
<br>
By giving a different penalty to Agents 1 to 10, there is no
order. With penalty, the Agent keeps on being contacted untill it
takes the call. Many forget that this is how penalties work !<br>
<br>
<br>
So in stead of going from Agent 1 to Agent 5 to Agent 2,3,4 it is
very possible that Agent 5 keeps on ringing when Agent 1 is 'busy
calling', in stead of going further to Agents 2,3,5.<br>
<br>
In your case, Agent 5 will be called over and over again untill it
takes the call.<br>
<br>
<br>
Not exactly what I'm looking for.<br>
<br>
<br>
<br>
Kind regards,<br>
<br>
Jonas.</font><br>
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