When one of my agents transferred a call to a group, the customer was left waiting for several minutes and was not sent to voicemail. Why did this happen?
There are two factors that lead to this behavior:
- Maximum queue time is ignored when transferring a call.
- If a call is transferred to a group, and one of the agents is in the Away status instead of the Offline status, the customer will not be sent to voicemail unless all agents have declined the call. The agent status of Away preventing this process from completing.
For more information about call transfers, see this article: Transferring calls.