We have an install that has been running the original ACD on version 4.2.1 for quite sometime now.
Its been working very well. We've changed the queue setup and it doesn't function as I thought it would. Here is the current setup. Queue is set to answer immediately. Welcome audio plays Queue audio plays. If not answered in 120 seconds overflow destination is a voicemail box with the 8+extension destination. This works just fine. Now we want to move to a deferred method. If we set the queue to deferred, and agents are signed in it works as we expect. Caller either rings down to an agent or hears the queue music. But if no agents are signed in, the caller hears silence for 120 seconds and then gets the overflow voicemail box. I'm wondering why there is silence. The call should be sent right to the overflow...or at the very least sit with queue audio until the timeout. Using an immediate answered queue does not exhibit this same behavior when all agents are signed out. Any insight? -M
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