Call last agent delivery

Default value: 0

Last agent delivery is used to deliver a call previously connected to a specific agent to the same agent on the next call from the same calling party number. The call queue holds an internal table saving calling party numbers with the last agent or employee accepting this call.

If this agent is busy or logged off the call will be delivered to all other available destinations configured for this queue.

There are several modes for last agent delivery:

Setting this value to "1" the call will be delivered to an agent defined in the destination set configured for the queue. If this agent transfers the call to another agent or employee this has no effect on the destination for the next call coming from this calling party number. The association is saved independent from the queue. So if the caller is calling again on another queue he will be delivered to the same agent.

Setting this value to "2" and the call taken by an agent will be transferred to an employee, the next call from this calling party number will be delivered to the employee the agent has transferred the call to one the first time. The association is saved independent from the queue. So if the caller is calling again on another queue he will be delivered to the same agent.

Setting this value to "3" has the same effect as setting to "1" but the association is saved in dependency of the queue called.

Setting this value to "4" has the same effect as setting to "2" but the association is saved in dependency of the queue called.

Annotation:

If an agent logs off or on to or from a group, he will be removed from the internal last agent table. This prevents calls from being delivered to agents that are not longer member in an agent group.