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November 09, 2021, 08:00 AM - 12:00 PM (PST)

Direct Routing - Call Queue Answer Delay

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New Contributor

Hello, 

I have a couple of Direct Routing implementations with this setup (or very similar):

Main Number -> AA (for Business Hours Handling) -> CQ (several depending on the AA selection) -> CQ Agents

 

It happens frequently that when one agent picks up a call from the queue, the agent still hears a piece of the queue hold music so it takes a couple of seconds before they can speak with the person on the other side. It seems also that the amount of time the agent hears the music is longer if the call stayed more time in the CQ. 

 

Conference mode is already enabled on the CQs

 

Has anyone else had this issue? Any suggestions?

 

Thanks a lot!

Mirko

 

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