| This is actually an INTERFLOW issue. If all agents are busy the caller would then go to this other location, offsite. The problem is that the caller dials an 800# that terminates in MerMail. The MS menu service then has them make a selection. When they make the selection they then hit the queue. If all agents are busy at this site the calls should Interflow to a long distance number. This is where it differs from the thru dial.
What I have done for now is set up a Phantom DN of xxxx that DCFW to the long distance number and put this DN as the INFL number in the queue. The call gets where we want it but, I am not sure that this is the cleanest way to accomplish this task.
Any other ideas? I will be having another administrator popping in to this thread to check things out. She will be in as me so don't be surprised. I was only assisting in this last minute request. Susan is actually working this project.
rlc |