Extension get call delay

General Discussion
1

Hi All,

  Here is an extension get recieved call delay, whoever is logged-in in this extension would recieved the inbound call delay but other extension it's working well.

Have anyone face the problem like this? or how can i check in the log file?

Thanks you in advance,
Lekie

2

Can you explain better? What is a call delayed?

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3

For example,There are extension 7001 -7005 and Agent 1 - Agent 5.
So Agent 1 has highest skill level is 5 and Agnet 4 - 1 decrease in the row.
Agent 1 was logging in extension 7001 that the extension has the problem.
There are call waiting in queue,Agent 1 and Agent 2 are available and have idel time as the same but the inbound call go to Agent 2 first. I try to change another Agent who is higher skill level log-in on ext 7001 but still got the same problem. Have you face the problem like that?

Thanks you inadvance.
Cheers,
Lekie

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4

Leekie,

Skill level doesn’t represent any priority or preference unless you use ServiceLevel routing object in routing strategy. Is that your case?

R.

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5

T am not use ServiceLevel to route the customer call.

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6

Hi,

You would have to post the URS logfile covering the test case period.

e.

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