Hey everyone,
Need to find a way to have Response Groups forward calls to users regardless of the agents presence.
For eg. We have a help desk Response Group that consists of three users, but the other two are just backups in case the first guy isn't available.
If the first guy has a presence other than Available the call does not go to him, instead it rings the backup users. (I know this is by design)
I have un-checked the setting in Communicator to not pull free busy info from outlook so the only presence that is left is "In a Call"
A work around that can be done is when our help desk guy answers the call and his presence is changed to “in a Call” he immediately changes his status back to available, but this can often be forgotten and it’s a pain to manually change it.
What I would like is if the user is in a call to still have the call ring his line and give him the choice of ending his current call or letting it go to the backup people.
I still want the response group for the welcome message and call control, but need the ability to have all calls go to my Help desk guy regardless of any presence.
Thoughts?