I want to route overflow queue calls to an offsite number but I am having trouble with the calls being disconnected. If the Offsite call is unsuccessfull, I expect the call to stay in queue - I don't think this is happening. I am using Delay ringback in step1. Can anyone help?
My ART steps are:
1 - Delay Ringback.
2 - Route to Music Port#1.
3 - Route to ACD Group CSUSA.
4 - Wait 5 Seconds.
5 - If ACD Group CSOffSite has logged on agents < 1, goto step 7.
6 - Route to Offsite #915555555555.
7 - if ACD Group CSBackup has logged on agents < 1, goto step 9.
8 - Route to ACD Group CSBackup.
9 - Wait for 0 seconds.
My ART steps are:
1 - Delay Ringback.
2 - Route to Music Port#1.
3 - Route to ACD Group CSUSA.
4 - Wait 5 Seconds.
5 - If ACD Group CSOffSite has logged on agents < 1, goto step 7.
6 - Route to Offsite #915555555555.
7 - if ACD Group CSBackup has logged on agents < 1, goto step 9.
8 - Route to ACD Group CSBackup.
9 - Wait for 0 seconds.