When we have one agent taking calls and they miss the picking up the call, it does not get rerouted to them to try to take the call again. If the other agents are set to AWAY - the caller stays on the welcome message for the entire 10 minutes (our setting to go to voicemail) is up. If the other agents are listed as OFFLINE, the call goes to voicemail immediately after the agent does not pick up in time.
Solution is to let the call reroute to the available agent for the duration of the limit set to go to voicemail.
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