The build:
We have a DID that setup for SMS. That DID is set to a que which is set for standard routing. We have various members of the que who can answer those incoming messages.
The setup:
We have agents who change que's on a daily basis depending on the role they are working. So agent 1 may be in a different set of ques from day 1 to day 2, etc.
The DID is setup so that our staff can sms into a "controller" who can dispatch and respond back to them
The issue:
SMS messages are directing back to an agent even if they are no longer active in the que the interaction initially originated in, thus ignoring the agents who are available in that que. If the agent if offline, the interaction follows the routing as normal into the que.
This does not make sense to me that we would follow that logic for messages only. If this were intended logic, I would assume it would be an option to go through for all routes of communication.
The question:
Does anyone have a work around this?
I've looked at threading timeline and was told by support that would not change the above behavior and that the system was working as intended.
#Routing(ACD/IVR)#Telephony------------------------------
Brandon Wilch
Indiana University Health
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