Can anyone shed any light on an issue with agent penalties?
I have 2 queues set up with agents working both queues, but where agent
1 should have a penalty for queue 2 and agent 2 should have a penalty
for queue 1. When a call is sent to either queue, it rings agents with
and without penalties
Steve Dolloff wrote:
[support]
music = 2
strategy = ringall
context = support
timeout = 15
announce-holdtime = yes
announce-frequency = 60
member = Agent/235,0
member = Agent/223,1
'ringall' and penalties makes no sense; it will ring all the agents.
Penalties are only factored into the
