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CS-5200

Might be something simple staring me in the face but... :bang:

There is currently one extension that has the following queuing issue:

when 2 calls are currently on-hold, a third call trumps the 2 calls on-hold and goes to the top of the queue.

Is there a setting to order the calls? The other users are not having this issue.

Thanks in advance

Is this "problem" extension a member of a hunt group or are these calls coming directly into it?

Hunt group.

Is the Wrap Up timer any different/shorter than the others that seem to be working?

More detail..

The problem extension is in a keyset list that is a member of a hunt group. Users reach them through a star and a secondary application.

There are 4 other members of the list and group without the issue. Their wrap-up timers are the same.

Compare the problem extension's station flags with those of an extension within that same keyset list that is working fine.

If it happening to all extensions within that keyset list of that hunt group, I would check the wrap up timer. You can also look in system flags and verify that 'Wrap up mode for holding ACD calls' is set to YES.

I took a screen shot earlier and made a few changes that did not help.

All the other users in the hunt group are working as expected. Only the problem extension is having the issue.

Wrap-up Mode for Holding ACD Call is set to yes.

I just spoke with someone on-site that has a better description of what is happening:

They have 4 line appearances...

The first 2 calls appear normally but any subsequent call just makes the 2 previous call appearance buttons fast blink. They should appear on line 3 and then 4.

Sorry for the confusion.

That is strange!?!?!

Verify that the problem extension is in the same keymap as the others as well. Also, verify that lines 3 and 4 are indeed lines 3 and 4. Maybe they have moved into the alternate keymap which only has 2 call keys.

If all seems normal there, you may want to delete the extension and re-create it if it's some sort of glitch. Make sure of course to put them back into any hunt group, page zone, extension list, keymap, etc.