7.2 Agent availability
When an agent is available to answer a call, the call will be offered to the agent. There are different options available on how the calls from the queue are distributed between the agents, see also 7.5.7 Strategy.
If more than one agent is available and multiple calls are pending in the queue, the queue will offer a call to each available agent, taking the FIFO principle into account. When the queue is configured with the ‘Rings all agents simultaneously’ strategy, the first call in the queue is offered to all available agents.
For an agent to be available, meaning the agent can answer a call fom the queue, the following criteria must be met:
The agent needs to be a member of the queue, see 7.5.3 Members.There is no call offered to the agent from this or any other queueThe agent must not be busy, meaning that the agent is not in a call offered from this or other queues (exception: ‘Offer second call’ is enabled, see also 7.5.19 Offer second call)The agent is not in ‘Cool down time’, see 7.5.11 Cool down time member after conversationThe agent must be reachable on a device (either a fixed desk phone, softphone or mobile device)