The appellant queue position if agent RNA

If the agent is presented a call and he does not answer, the appellant retains their position in the queue or will they go to the back of the queue?

Is it possible to change this setting?

Thank you

RL

In the pre-IPCCx 4.x, you had to increase the priority for a call after a RONA before trying to select another resource (agent).  I think that it is automatic on the current versions, but you can always change the priority levels different calls (via the step set the priority to specify a specific priority or to increase or decrease a priority) If you want to prioritize the different calls/callers in some scenarios.

Re - no Router on the Ring no answer. If the selected agent does not respond within the allowed time, the appellant retains the position in the queue. Any pop screen data are also kept.

(http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact _...)

Tags: Cisco Support

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