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implemnt
2008 Aug 05
2
Queue Penalties not working properly
...m implementing Penalties for my agents.
What is happening: two agents configuired one agent with penalty 1 and
the other with penalty 2. All the calls must go first to Agent 1 and if
his line is busy then only then agent 2 will get the call. However my
queues are not behaving in this manner. I have impmemnted ringall
strategy. Now when first call comes it ends up with agent 1, when secnd
call comes it continue wait in queue and doesn't go to agent 2 and when
agent one is free it goes to this agent.
I have set penalties in queue.conf. I have monitered my queue and
witnessed that my agent1 statu...