If one or more available agents are found, the call is connected to the agent who has been in the Ready state for the longest time (with agents in Group 1 taking precedence over those in Group 2, and agents in Group 2 over those in Group 3, and agents in Group 3 over those in Group 4, regardless of how long they have been available). If no available agent is found, the Subsequent Announcement is played followed by the queue music for 10 seconds. The applet looks for an available agent in Group 1, then Group 2, then Group 3, then Group 4. If an available agent is found, the call is connected to the first agent found. This continues until one of the following occurs: - an agent becomes available. The caller is connected to the agent.
- the caller hangs up. The call ends.
- the caller presses a breakout key, if breakouts are available. The call is routed to the applet that corresponds to the breakout key.
- all agents log out. The call is routed to the No Agents Logged In Applet.
- the maximum queue duration is exceeded. The call is routed to the Queue Time Out Applet.
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