Display accurate telephony status of call queue members even while additional calls are ringing to those who are active on calls
Preconditions:
A: SCP SP 1236 "Call Queue - Multiple Calls" is enabled
&
B: The call queue setting: "Maximum concurrent calls per member" is set to >1.
Scenario:
There are 6 users in many simultaneous call queues.
All users use the Messaging feature and can see each other's RC App status.
Lets say 3 of those users are active on a call queue call and their RC App status/presence indicators show Red/On a call as expected.
- As soon as a new Call Queue call is offered to any of their assigned Call Queues, the users' RC App status changes to Green/Available while that call is ringing into the call queue, even if they are still on a call.
This is unacceptable for some customers because if call queue members are active on a call - showing red, and a new call comes into the call queue, the admin sees the call queue members change to green/available even though they are active on a call. This brings confusion as to why they are not answering the incoming call.
RC Internal reference: Case 28039811 - Working as designed per CPX Eng/Dev PLA-62632
Jenny
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