pickup not working if Skip Busy Agents NOT set to NO
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Hello,
If we set a queue SKIP BUSY AGENTS to:- Yes;
- Yes + (ringinuse=no); or,
- Queue calls only (ringinuse=no)
the FOP2 user cannot do a "pickup" on a call in the queue (with permission set of course).
We would like to be able to do this since sometimes, an agent can be on a call (with an undecided client "thinking"), but sees a specific client calling and would like to pickup that specific call knowing it is for him while keeping the current call going... sometimes just to tell the new caller something quick like "be with you in 2" or "call you back in 5"...
They can do it if the queue is set to NO for SKIP BUSY AGENTS but that also entails that ALL the agents receive a second call every x seconds until it is answered (or picked-up).
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