Jack Noe Posted January 17, 2020 Report Share Posted January 17, 2020 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 Link to comment Share on other sites More sharing options...
Administrators Emily R Posted January 17, 2020 Administrators Report Share Posted January 17, 2020 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 Link to comment Share on other sites More sharing options...
Mehrdad Posted January 18, 2020 Report Share Posted January 18, 2020 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. Link to comment Share on other sites More sharing options...
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