ACD que position and time

We are using FPBX . Our application is ACD. We have a 17 Agent ACD The ACD was straight forward in set-up, but we appear to have the following issue: Our hope is that we have missed some programming options.

Once a caller is in the Que, when the called is “Pulled Out” for a status up-date ie: You are 4th in line or they are told the wait time, It seems as thought the caller is NOT placed back in the same position in the Que. It almost seems like after the status up-date the caller is sent to the back of the line. OR if when the caller is “Pulled out” , if their position becomes ready to be answered, can FPBX grab the call from the Up Date and allow the call to be answered ?

Any help will be appreciated.
Thanks USA Phone Man

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