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ESP Projects

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We have a feature request for the handling of calls on the call queues. We need the "Ring least recently called agent" to have a timeout where it will bounce the call to the next agent. At the moment, the call will continue to ring the same agent until they pick up or the caller hangs up.

The other call queue that we could use is Round robin with memory, but the problem with this one is that if an agent logs out of the queue, then back in, that agent is moved to the back of the queue. With the amount of calls we receive and the amount of Agents in the queue, this can mean that one of the agents could end up taking 0 calls.

Is this possible?

[Updated on: Fri, 19 April 2013 10:48]

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Vicky

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Hi ESP,

Which version of Kerio Operator are you running? In Operator 2.1 there is an option 'Ring in Order'. See attached picture.

All the best,
Vicky

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ESP Projects

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Hi Vicky,

Thanks for the reply. The ring in order is not really appropriate for us. We are a team of 7 that log in/out of the call queue throughout the day. If someone logs out of the system, wouldn't they then be added to the end of the order? If not then it could work, but we would still like to have the longest idle and bounce to another agent if unavailable.

Thanks
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