[cisco-voip] UCCx Contact Service Queues & Service Level

[Jeff Ruttman]

Greetings,

 

In a Contact Service Queue you can set a service level which is "The
target maximum number of seconds a call is queued before it is connected
to an agent."  

 

Anyone know at what point a "call is queued?"  Is it at the beginning as
the call comes in?  Or is it only when a call is actually queued because
all agents are busy?  Or when?

 

Thanks

jeff

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