if there no agents logged in to an agent group, will the incloming call can continue ring to topic?

[rinchuraj]

Hi all,
Advice me , if there is no agent logged into an agent group and if call comes to the specific topic, can we make the call be on queue to the the selected agent group and after specific time it can either answered by a voice mail or disconnect the call in IPOCC?
Rinchuraj

 

[Prithivi17]

@rinchuraj - Once the call hit a specific AG with no agents mapped the IPOCC default system music will play. Only the caller can disconnect the call but till that the system music will play.

 

[janni78]

It depends on your Task Flow.
A call should not hit an agent group unless there is an available agent, it should continue down the task flow.
Also the agent group doesn't play system music. the Task Flow decides what is played to the caller and what should happen if no one can answer the call.

If it only plays "system music" which actually is the default wait announcement, it's because you haven't programmed it to do anything else.

"Trying is the first step to failure..." - Homer