Jessica Hansen

Can you tell me why this is? We are a small group and have noticed that there are times when the customer is then left on hold indefinitely (there was only 1 agent and they went offline before the call came through... for example) That means the customer is sitting on hold with no agents available but the system neither seems to be able to tell that nor does it use the default max wait time. This is causing some issues for us. It would be better if 

1) it could tell if all the agents in the group are offline and put the caller into voicemail

2) OR drop them into voicemail after the maximum queue wait time. 

My team is reporting that previously the "default" used by the app was the "default" email for the "default" Brand. It now seems to be using the "default" email from the alphabetically first Brand, or maybe the alphabetically first default email on the list. We currently only use the free version.