Taylor Dally

Hello Josh, 
The issue is the same as the issue that was mentioned in the question/answer. 

When our 2nd tier is set to away status and the 1st tier try to transfer to our group instead of the phone call going to VM the customer sits in the queue for an indefinite amount of time and is not being sent to VM. 

We do not have the capability of doing warm transfers for every call so when someone is AWAY and they set their status as such it would make sense for ZD to work like it's supposed to and move the call to VM instead of sending the customer to limbo. 

The mention of irate emails was to give you an example of how we found the issue. Thank you for focusing on that detail. 

We are running into this issue currently. People are being transferred and we are set to away then they email in irate because they sat on hold for 20 - 30 minutes. 

Is this issue going to be fixed or is it a "just don't use the away status" bandaid?