Good day Paul,
That call flow is design to reach Alexandra first at all times so I assigned her to be default case. the So the customer is trying to reach the first agent by calling her directly to her number. Unfortunately, the interaction always go to Alexia if
both Alexandra and Alexia are on available status. I'm not sure why the interaction always bypasses Alexandra if Alexia is on an
Available status. Interaction goes to Alexandra if she is the only agent in available status in that workgroup.
Thank you for your help.
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Anjelo Brian De Jesus
Emerson Climate Technologies, Inc.
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Original Message:
Sent: 07-09-2021 16:56
From: Paul Simpson
Subject: INTERACTION ATTENDANT CALL FLOW
I am a little unclear what you are trying to achieve here.
The Default Case in a Selection is only used if none of the specific cases match, so I assume whatever you are using to detect 6109 is matching? What is the configuration on the Select Operation?
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 07-09-2021 06:11
From: Anjelo Brian De Jesus
Subject: INTERACTION ATTENDANT CALL FLOW
Hello Everyone,
I'm having issues with my call flow configuration. I created an agent selection call flow wherein there is an agent that has to receive the interaction first but unfortunately it just bypasses the first agent and immediately goes to the 2nd agent.
The call goes thru the DNIS 6109 first and not to the default one.
Anyone knows what seems to be the issue?
#Routing(ACD/IVR)
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Anjelo Brian De Jesus
Emerson Climate Technologies, Inc.
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