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Round Robin in Work Group and with Personal Calls

Mar 22, 2012 04:09 AM PDT
David Archer (gone-ef)
Avidian Technologies
Does an outbound call on an agents personal line cause them to be skipped in the round robin sequence in a work group.

For example:

Round robin is set up as

Agent 1
Agent 2
Agent 3

Situation

Agent 1 is on the phone on an outbound call on personal line.

Agent 2 takes call on Work group.

Agent 1 gets off outbound call on personal line

Next Call comes in while agent 2 is on a call from the workgroup...

Does it go to Agent 1 or 3?
Apr 25, 2012 03:56 AM PDT
Roberto Rosado
Vology Data Systems
It would ring to Agent 3 as Agent 2 answered the previous Workgroup call. If you would like Agent 1 to receive the call, change the distribution to Top Down. If you would like the calls to be more evenly distributed according to activity, set the distribution to Longest Idle.
Apr 25, 2012 04:39 AM PDT
Brian Lynch
ShoreTel, Inc.
Thanks Roberto!

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