A virtual queue

[Scummings]

We're using a system called Queue Buster which is a call back system. Callers to a Symposium Queue are given the option to leave their name and number and hang up. Queue Buster queues on their behalf and calls them back when an agent becomes available.

The problem I have is that Queue Buster makes a call to Symposium when it's inbound channels are all in use. This call is queued to a skillset which has no agents attached. Symposium then looks at this skillset and if there is a call queuing in it, it realises that QueueBuster has no capacity left and doesn't send it any more calls. Unfortunately, because this skillset is effectively out of service, the calls are defaulting to a different skillset. Anybody know a way round this?

 

[Scummings]

Hi

It has been suggested to me that I need to give the above skillset to a virtual agent who is always logged in and always on Not Ready but doesn't actually have a phoneset. There doesn't seem to be any way of doing this through Symposium. Is there any way of doing it on the PBX?