Documentation

  1. Thulium knowledge base
  2. FAQ
  3. Infoline FAQ
  4. To which agent is the call directed when priorities are equal?

To which agent is the call directed when priorities are equal?

Avatar

Author: Łukasz Strumiński

Created: 2023-04-20. Updated: 2023-04-20.

In case the agents will have the same priorities, calls can be routed according to three modes:

  • longest available - calls are routed to the agent who has not had a call in the queue for the longest time,
  • round robin - calls will be routed one by one to each agent within the queue,
  • ring all - the phone rings at everyone and the one who answers will receive the call.

The choice of mode is made at the time of creating the queue.

file

Was this information helpful?

Łukasz

My name is Łukasz and I take care of Thulium's knowledge base. I'd love to keep it accurate and understandable. If you have any remarks or suggestions for improvement - let me read them.

Drop me a line at: dokumentacja@thulium.pl.