Hey Community
I have a question regarding call forwarding. As you may know, agents can set a forwarding target for missed calls on their queue in case the agent is busy or did not answer. This is great though, but unfortunately as soon as the agent goes on queue, the forwarding is dropped. Further, after going off queue the agent has to activate the forwarding again (see official statement
here)
This makes absolutely no sense to me and I was thinking there has to be another way to forward calls on the users queue in case he interacts with an acd object. So did any of you find a solution to this?
To further specify; I could assign the users phonenumber to an architect flow and do whatever I'd like. The drawback on this is, that I cannot assign the number to an architect flow and set it as the users workphone. I must set it as user's workphone to signal this number on outbound calls that are not placed on behalf of a queue.
So why ain't it possible to keep forwarding calls on the agent queue if the user is on queue and can we work around this?
Thanks
Chris
#Routing(ACD/IVR)#Telephony------------------------------
Christian Sax
SPIE ICS AG
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