Main hunt group - overflow hunt group

[GuzaPasha]

Hi,

IPO 500 V2, R 9.0.2, for example, Main hunt group has one member and Overflow:

- Overflow Time = 3600
- Overflow Mode = call
- Immediate Overflow = No Active Agent

If an agent in the Main hunt group forget to tun off do not disturb and do Logg off, (no available agent in the main hunt group) next call to Main hunt group will countinue to ring and will not go to Overflow hunt group.

Is there any way to avoid this or an agent must turn off do not disturb first and then logoff?

Thanks in advance,
Slobodan

 

[tlpeter]

Why does an agent use DND instead of logging out of the group or the phone?

BAZINGA!

I'm not insane, my mother had me tested!

 

[GuzaPasha]

Thanks for reply tlpeter, an agent use DND when is on break and it is advanced edition, has statistic. Report with reason of break will not work and other reports... . Any other suggestions?
When all agents in the main group are in DND, calls should queue until somebody turn off DND. When all agents in the main group are logout or have hunt group disable, calls should immediate overflow to overflow hunt group and it works until an agent turn on DND and then do LogOut from the phone.

 

[tlpeter]

They should not use both at the same time then


BAZINGA!

I'm not insane, my mother had me tested!