I have Fatpath Webchat installed on an OpenFire 3.6.3 installation with 2 queues. “Support” and “Support Overflow”. At the workgroup level, I have it configured to route all requests to the Support queue. Within the Support queue, I have it set to overflow requests to the Support Overflow queue.
I am receiving reports from our support folks that when a user initiates a chat request, the personnel in the overflow queue are receiving the request ahead of the personnel in the support queue. I have confirmed the support personnel are logged in and have an available status. I enabled debug logging, which did show the request being directed to an overflow person rather than a support person, but didn’t really give any clues about why.
Anyone have any thoughts or experience similar issues?
Can someone confirm how the overflow functionality should work in case I am just misunderstanding what should happen?