Separate Busy From Unavailable In Call Queues
Currently setting 'When all members click ‘Ignore call’, or are busy or unavailable' on a call queue lumps busy and unavailable together. Some customers would like to have a separate use case for either scenario.
Example:
All members busy - continue to wait in queue until maximum wait timer expires
No members available (logged in/accepting calls for that queue) - route to an alternative extension as a 'No Agents Available' tree
Ideally this is separated into two separate entities as per attached image; one for all members click ignore call or are busy, and one for all members are unavailable (toggled queue(s) off).
2
votes
Steven
shared this idea