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Something that I've noticed with the handling of a call after force busy is that there is really no set "this is what happens and how to fix it" so to speak.
The scenario I am dealing with is when more than one agent goes into the force busy mode due to being routed a call. Instead of the call routing back into the queue and sitting there, waiting for help, it gets routed to the auto-attendant which sends it to the main line (which is in no way actually linked to the CC).
Now, after typing this up, I came up with an idea of what's happening and maybe a fix to it. If more than one agent goes into force busy (so that all available agents are "unavailable" to the call), does it route back to the workgroup and then route to the backup extension?
Edit:
So my question I guess is if there is a way to route the call back into a queue (instead of extension through backup extension)?
The scenario I am dealing with is when more than one agent goes into the force busy mode due to being routed a call. Instead of the call routing back into the queue and sitting there, waiting for help, it gets routed to the auto-attendant which sends it to the main line (which is in no way actually linked to the CC).
Now, after typing this up, I came up with an idea of what's happening and maybe a fix to it. If more than one agent goes into force busy (so that all available agents are "unavailable" to the call), does it route back to the workgroup and then route to the backup extension?
Edit:
So my question I guess is if there is a way to route the call back into a queue (instead of extension through backup extension)?
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