Wallboard Agent Not Showing Busy

[TCF]

It seems that the new wallboard only shows that an agent is busy if the call comes in through the que. Frequently in our customer service department a caller may select the wrong department or go to the operator and be redirected to customer service. If someone is sent to customer service without first going through the que it doesn't show that one of our agents is busy. Is there a way around this?

 

[nb]

No strictly calls to the queue..
If a call comes in not via the queue and targets an AGENT who happens to be in that queue, we cannot count this as a Queue call.

It is not the call that is answered by an agent that makes it a q call. It is a call that is transferred to the Q virtual extension no that makes it a q call and therefore that will be counted.