- Joined
- Nov 13, 2013
- Messages
- 8
- Reaction score
- 1
Good morning,
I am having some difficulty getting my call queue to operate properly and am hoping someone here has some insight.
If there are no agents logged in, everything behaves properly (calls are transferred to an off site answering service).
If there are agents logged in, everything behaves properly (calls are routed appropriately).
Where I'm having trouble is in cases where:
- Agent leaves and forgets to log out
- Agent sets phone to DND
If an agent forgets to log out of the call queue, the call rings at their extension for the duration of the queue maximum wait time and does not hunt to the next agent. I have the ring timeout set to 30 seconds. From what I'm reading, it should move on to the next agent or the no answer route after 30 seconds. Do I have something set incorrectly?
Likewise if an agent sets their phone to DND, but are logged into the call queue, the same behavior occurs - the phone rings and rings until the maximum queue wait time is reached.
I think the issue here is that the DND button really should be set to change the extension status to unavailable. Perhaps I'm not understanding the difference between DND and unavailable.
Thanks for any insight you can offer,
Tom Fox
I am having some difficulty getting my call queue to operate properly and am hoping someone here has some insight.
If there are no agents logged in, everything behaves properly (calls are transferred to an off site answering service).
If there are agents logged in, everything behaves properly (calls are routed appropriately).
Where I'm having trouble is in cases where:
- Agent leaves and forgets to log out
- Agent sets phone to DND
If an agent forgets to log out of the call queue, the call rings at their extension for the duration of the queue maximum wait time and does not hunt to the next agent. I have the ring timeout set to 30 seconds. From what I'm reading, it should move on to the next agent or the no answer route after 30 seconds. Do I have something set incorrectly?
Likewise if an agent sets their phone to DND, but are logged into the call queue, the same behavior occurs - the phone rings and rings until the maximum queue wait time is reached.
I think the issue here is that the DND button really should be set to change the extension status to unavailable. Perhaps I'm not understanding the difference between DND and unavailable.
Thanks for any insight you can offer,
Tom Fox