Queue Call center setting

[Jack Noe]

Hi GM

Is it possible in a call center, to set, that if no agents are logged in to the queue,  the call exits the queue and rings to a extension ?

 

Also is there anyway that a user can be notified or see with a manual presence button if he is logged in or not.

Thanks 

[Emily R]

Hi Jack:

First, in the Call Center Pro app (not sure what you  are using,) under the General Settings section there is a toggle you can set to 
"Timeout immediately if Empty"  (see below) .  If turned on the and the queue is empty (meaning no agents are logged in) the call will immediately be routed to the callflow process.  This could be your escalation queue or voicemail.

NOTE: The queue is not considered Empty if an agent in a queue is Globally in an Away state or on a call

Second, Not sure what you mean by "manual presence", but

• An agent's global status is always displayed at the top right of the screen in the CCPro application.

Not sure if you've seen the CCPro STEP Guide here,  these features (and lots others!) are described there.    Take a peek!

emily

[Mehrdad]

Hi all.

Thank's @Emily R for your response.

I have a problem with ACDC, but I can't solve this so far.

Agents automatically logged out from the queue, I don't know why and I can't find any solution for that.