Currently, when an agent misses or declines a call the can can never be routed to that agent again. So if they miss the call and then come back to their desk and select available, the call will still not be routed to them. This is absurd especially if they are the only agent that is available. An agent should be routed any calls in the queue if they select that they are available. We have found that changing statuses does not affect this, not even logging off and back on. The call will still not be routed. This seems like an error that should be fixed.
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