Hello all,
Just want to make sure I have this scenario correct in my head!
Call enter ACD path 5555 and rings agebts for x number of minutes, then over flows to a second group. If no agents in that secondary group answer the call, it needs to leave the path and end up in a specific mailbox.
I think i have all that set correctly. My question is about the overflow and interflow timers. Do both timers start as soon as the call enters the path? So lets say first group rings for 2 minutes, overflows to second group and rings for an additional 2 minutes. after that time it interflows to a dummy extension that is rerouted always to voicemail
Would my primary group overflow timer be set to 2 minutes and my interflow timer set to 4 minutes?
Thanks in advance...