Busy on Held route to Call Queue? 1

[indefinitedrums]

Hello all,
I have been trying to figure this out for some time, and our tech contact for our IP office is MIA so...

Current Flow:
Call Rings
Agent Answers
Agent Places call on Hold
Agent gets another call

I would love to be able to place a call on hold, NOT get another call, and any call that would've been directed to that agent gets sent back into the queue... is this possible? Similarly, right now I have it setup to place agent on DND when missing a call, but that call gets sent over to our answering service instead of getting placed back into the queue(even if there are non-busy agents). Thank you in advance and I look forward to any help... it is greatly appreciated.

 

[amriddle01]

Tick "busy on held", the system loves asking you to turn it off but ignore it

 

[indefinitedrums]

amriddle01: Wow, now I just feel dumb... from what I gathered that causes the call to receive a "busy" tone or go to VM(if applicable), and not go to next agent... I assume I was incorrect in this thinking?

 

[amriddle01]

If they are in a group it will never go to that users vm and as long as other agents are available it will not give busy tone either

 

[indefinitedrums]

amriddle01: Thank you very much for both responses. I really appreciate it and will try it out today. Anyone have any ideas on the second question:
"...right now I have it setup to place agent on DND when missing a call, but that call gets sent over to our answering service instead of getting placed back into the queue(even if there are non-busy agents).

 

[amriddle01]

Again, if an Agent goes into DND so long as they are in a group and others are free it shouldn't go to VM, the only way it can go to VM is if the group has VM On and you don't have queuing turned on and nobody is free

 

[indefinitedrums]

Sorry I didnt specify, we have no VM setup, only overflow set to flow over to our answering service... and that works great... the problem is that when an agent 'misses' a call, they automatically get placed on DND, BUT that call gets rolled over to the answering service and not placed back into the queue... is this at all possible? Thanks again

 

[amriddle01]

Depends on your programming, if you set it with no overflow group and vm off it has to stay in the queue, how do you have it programmed to get to the answering service ?

 

[tlpeter]

When it is an agent then remove the 3rd call appearance.
Also be sure that "reserver last CA" is checked.
Then there never will be a second call ringing on the phone at all.


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