does anybody knows how the prio of a call via outbound progressive call is handled over a inbound call on the same queue.
we want to use a queue that agent use for inbound calls and progressive dialler calls.
I was wondering how do a control the prio of the call when their are a lot of inbound calls on the
Queue. what will happen ?
- first all inbound calls are routed and outbound is only dialed after when no Inbound is in the queue ?
- Outbound calls are dialled and stay in the queue until all inbound is handled ?
- Outbound calls is offert directly to the agenten that came available and started the outbound dialler to dial (agent is reserved ?)
what is the best way to control this, via in-queue flow ? (can only be done if option 2 applies)