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Can you insert in architect a function to see if there are agents available in the queue? Then route the call to another number if there are no agents available
I made this Product engagement request a while back. I will let you know if I hear something
It is a roadmap item that we are hoping to deliver on this year.
There is an idea for it https://purecloud.ideas.aha.io/ideas/CLSELF-I-33 but it's still in community review. Vote for it.
As a workaround, you can write a data action to fetch the queue stats, see https://developer.mypurecloud.com/forum/t/acd-queue-routing-based-on-if-queue-has-agents-logged-in/2499
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