MiCC for Lync - After creating a new queue, calls are not being...

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MiCC for Lync - After creating a new queue, calls are not being routed to agents


Article ID: 52299 - Last Review: June 17, 2015

PROBLEM

After creating a new queue, calls are not being routed to agents even though there are available agents. 



CAUSE

The order of operations in creating a queue can be very important.  The queue determines whether an agent is available by monitoring the agent group assigned to it.  If done out of order it is possible for the login events to be missed by the queue.



RESOLUTION

When creating a new queue, ensure you proceed in the following order:

1.  Create the queue.
2.  Assign an agent group to the queue.
3.  Assign agents to the agent group.

This ensures that the events are read correctly, and availability calculations are correct.



APPLIES TO

MiCC for Lync Version 5.10.X.X 

Keywords: create queue agent agents routing call calls available



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Details
Last Modified:Wednesday, June 17, 2015
Last Modified By: AndrewM
Type: FIX
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