Hi folks, I'm hoping someone might have a minute to explain some call weighting scenarios to me.
I'm trying to set up the following situation : I have an ACD queue with 9 agents in it, plus a manager who should only get a call if all agents are busy. I'm not certain what hapens if I set it up with circular, rather than longest idle. If I have it set to circular, and agent #4 is next in line, but is currently set to 'do not disturb', I presume it skips to agent #5, but what happens when they come back in? Are they slotted in for the next time it comes around, or does the system retroactively slip them in to take the next call before agent #6? Also, I want to set things up so that there's one agent that's in the queue, but only gets calls if all other agents are on a call or on DND. Is there a way to do that? Would that be to create a hunt group with that single agent as the target (with a voice mail if they are dnd) or would it be to create a separate queue as the overflow with that single agent as the target of the queue? Can I set it to only overflow there IF that agent is logged in, and otherwise have the call stay in a holding pattern? Should I be using hunt groups instead? My apologies for the detailed nature of the question, I'm trying to set this up and am both impressed and a little overwhelmed by the complexity of the platform. Regards and thanks in advance, Aaron
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