boverbaugh's avatar
boverbaugh
New Member
2 years ago
Status:
Reviewed by moderator

Add dial plan ability to route callers based on agents logged into queue

Feature request:
Add a Utility Node to Dial Plans that will direct a caller to a different destination based on if any agents are assigned to a call queue.

Example:
If no agents assigned, send to VOICEMAIL,
If agents are assigned, send to CALL QUEUE.

I don't know why we have to send callers to the call queue if there are no agents logged in, just to let it time out before it will be sent to voicemail.

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  • KateG's avatar
    KateG
    GoTo Moderator
    2 years ago
    Status changed:
    New
    to
    Reviewed by moderator
  • Jiveon's avatar
    Jiveon
    New Member
    2 years ago

    I believe that there is a feature within a queue where you don't allow people to be sent to the queue unless there are agents logged into the queue.  This avoids someone from getting into a queue and listening to hold music that lasts forever and no one will ever answer their call because no agents are logged into the queue.