AgentGroupQue and Music Treatment

[Chris]

I have a problem with calls sitting in the distribution que. When there are no available agents the calls in the que are defaulted instead of been passed for music treatment.

The genesys version we have is 5.1

Any ideas guys.

[Vic]

Ok, without looking at the logs, try the following:

1. create a virtual queue in CME (VQ_WAIT)
2. In SB, in a select object, select a busy treatment (Music), its port (ask your PBX people), and time (1000, for example)
3. in targetselect, enter virtual queue, and maximum time to wait
4. IF YOU ARE USING MERIDIAN ONLY in your strategy, in the very beginning, you need to specify SelectDefaultTreatment and set it to Meridian

If you are already doing this much, check IR log what does it say? Or, just post here the part from EventRouteRequest to EventRouteUsed for the call that was supposed be queued, and maybe we could help you more.

Vic