Forwarded calls to agents gets busy signal

[mike41]

We have a small CS department that has two agents. When neither of the two are signed in (usually it is one calls in sick and the other one goes to lunch) and the receptionist tries to forward a call into the queue, the call gets a busy signal. Outside calls that go directly through the 800 number go into queue fine and after a certain period of time they are asked to leave a message. What might be going on that a call being forwarded into the same queue is going busy?

 

[mattKnight]

While I understand that you have an issue - with something that should just work...

I have to ask - why on earth would you transfer a call to a queue when no one is there to answer the call? AS a customer, if I discovered that you had doen that I'd be looking for another supplier...

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[rbordeaux]

I would suggest doing a trace of the reception when trying to forward the call to the skill. Different things could be wrong as medpro resouces, COR restrictions, COS, etc.

Also explain how the call is transfered to the queue. VDN? Extension assigned to the skill? is this an EAS skill?

Richard