#6 agent not connected to caller when call goes to second queue

[Bonnie Bradley]

The application has three queues defined. If the call is not answered in the first queue within the timeout period the call flow to the next queue. An agent is available on the second queue and the work item is assigned to the agent but the caller is not connected to the agent, the caller hears the on hold music for the second queue.

This application was tested on DevNet org=nexxlinx.
Queues are Gate36. Gate32, Gate35.

Agent 2041 has two roles, TWCsr has access to all three queues, TWGreen has access to the second and third queues.

The project zip file is too big to upload to sourceforge but am uploading the visio diagram of the NexxLinx campaign that I am trying to model.

Is there a bug, configuration error, or a modeling error?

[Bonnie Bradley]

visio of NexxLinx campaign

[Andrew Meshkov]

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Maxim, Could you review that case (I'll end you process) real quick to make sure that there are no mistakes and we have an issue in StarPound?

[Bonnie Bradley]

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I've changed the model and I have successfully gotten to pick up the call in the second and third queue. But, now I am experiencing a problem if I become available on one of the queues, seems to still go to second queue on-hold, so basically let's just keep this on hold until NexxLinx actually needs it.