The thing is that we have clients that have a specific Customer Service Rep(CSR) assigned to them. In the vectoring, the client has the option to choose to speak to their specific CSR by way of a route-to <CSR ext>, OR the client can choose to talk to the first available CSR by way of queue-to split 2.
When the client chooses their own CSR and that CSR is on the phone or away from the phone then the call will go to the CSR's cover. The cover is a VDN that will send the call back out to vectoring. Now the client can choose again to continue holding for the specific CSR, or hold for the first available CSR, or leave a message in the group message box. The problem that I have is when the client chooses to leave a message, it wont work because the call has already gone to cover once. The only thing that will work is waiting for the first available CSR. They can choose to hold for their specific CSR, but the call will ring continuously without going to cover because it has already gone to coverage once.
I hope that explanation makes sence. I guess I want to know if anyone knows any tricks on how to go to coverage twice in one call or work around the problem.
Thanks for you help.