Author: CCa2z
Date: 23rd September 2009
Blocked calls can be the result of back busy or ACD configuration.
With regard to the latter, ACDs can be configured to block calls when a certain threshold is achieved,
The threshold could be;
The number of calls in the queue - set to a maximum level, say, 30 or
The logest wait time has been achieved, say, 5 minutes.
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