Online/Offline Settings overriding Phone Schedules

Hi Zendesk!

I discovered that the phone schedule is not the end-all-be-all. If agents do NOT go offline (accidentally forget at the end of their shift), then a customer can still request a call back, even if the schedule shows we are closed and even if the appropriate message (voicemail off) is set up correctly. This happens EVEN IF an agent logs out of Zendesk completely.

Scenario:

agent finishes shift --> does not go offline so either away or online status for phone --> schedule set so phone should be closed --> they log out of zendesk --> customer calls outside of business hours and still hears 'for a callback press 2')

If an agent logs out of Zendesk, that should definitely kick them out of chat and phone and push them offline. 

My instance is Covercraft and the ticket example is: https://covercraft.zendesk.com/agent/tickets/1730/events if anyone wants to check it out!

Thank you :)

Nas