I have a call center queue with ~20 agents. The agents all use virtual extensions with a cellphone FMFM to take the calls, off-PBX. I set the “Skip Busy Agents” to “Yes + (ringinuse=no)” This allows only one queue call to an external agent at a time. I’ve turned off call waiting and have calls set to go to an IVR if the extension is busy/unavailable.
So when an external agent (FMFM cell phone) is on a queue call, no more queue calls will route to them, but direct calls will still ring the cell phone (when the agent is already on a queue call), instead of seeing the agent is busy/unavailable and going to the IVR destination.
I think the reason for this is that even though the virtual extension is on a queue call, the hint shows Idle:
[email protected] : &Custom:DND1111,Cust State:Idle Presence:not_set Watchers 0
Is there a way, for when the virtual extension takes a queue call via FMFM, to update the hint [email protected] to reflect the extension is in use?
Is there a way for when an virtual extension takes a queue call via FMFM, that the direct calls “see” the extension is unavailable/busy and go to the busy/unavailable treatment (IVR) without first trying to ring the virtual extension?
Kudos to @PitzKey for the great how-to on external agent login/out. It worked great.
Thanks for any help/insights here.