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Hi all,I'm exposing a problem we have from a customer to see if you have any ideas to mitigate it.The call is queued by an ivr and, after 3 minutes, is transferred to an external number.if an agent is available to take call few second before the Acd timeout (in our example 3 minutes), the Agent go in alerting but the call is grabbed by the timeout of the ACD and transferred outside.The Agent see the call for less than 1 sec but is unable to pickup the call due to ACD timeout.Is there a way to avoid this behaviour?Thank you for your help!
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