| When all agents are busy in site A calls should IFDN to site B. If all agents in site B are busy the calls should IFDN to site C. If all agents in site C are busy the calls should TOFT to voice mail. That is what should be happening.
Here is what is happening:
When all agents are busy in site A the calls IFDN to site B. This leg is working. When we get to site B if an agent is available the call completes. If all agents are busy then the call may go to site C or it may just deliver a ring no answer. If calls do get to site C and all agents are busy calls may get to VM or they will get a ring no answer.
Why would we ever deliver a ring no answer? We have too many trunks so we aren't hitting a circuit problem. Voice Mail has more than enough ports?
If we only have one agent logged in to the queues in the three locations the call flow is thus:
In to Site A, IFDN to Site B, IFDN to Site C, TOFT to voice mail. If I place multiple calls and hold the line at each leg then the 5th caller will have a ring no answer until one of the other legs is available. It won't go to voice mail.
HELP!!!! |