Hi COmmunity,
there's something i had to develop on omni channel, where the agent on FIFO (First In First Out) method.
which means if Agent A is still receiving calls with User A, and then User B request call to agent
the routing is not going to Agent A, but route to Agent B
the point is, can we set an
#Omni Channel #Service CloudAgent cannot receive another call while an Agent still has an active call?
i'm already tried anything i know, but still Agent A received call.
Thanks
as for my requirement i'm able to make an agent cannot receive another call while active by making the agent status set to 'busy' , that way an agent only able to handle one cutomer at a time
and you're right, if i want to connect to CTI i'm used still need to contact theri support for another explanation.
thanks eric for your answer.
