Can anyone assist with Direct agent coverage. I have set up a trunk group, vdns, skill and agents with a COR that has direct agent optioned. When a call is made via the VDN to a direct agent(caller enters digits of agents extension) the call arrives at the phone where the agent is logged on but does not go to the coverage point after 5 rings.
If I call from a station with a COR without direct agent optioned then the call goes to coverage ok. Confused.
I can use RONA but then agents phones will be thrown into AUX mode which will not cover on Direct Agent calls so it cuases problems again.
If I call from a station with a COR without direct agent optioned then the call goes to coverage ok. Confused.
I can use RONA but then agents phones will be thrown into AUX mode which will not cover on Direct Agent calls so it cuases problems again.