Help for a solution on calls stuck on the last logged in ACD agent left by user

[HungryHippo]

We have a department that is 24/7 and has 3 different queue for 3 different teams. By default our the Last agent logged in will not be logged out if a call comes in. I setup an "interflow" and there is No overflow but there is "path unavailable answer point directory number" to try and have some sort of reroute when no one is answering.

The Issue I have during testing is that, the interflow only works if if there is an active call and the agent is busy. if the phone is just ringing then the call is stuck to the phone. When there is no agent logged in the path unavailable reroute works. Its the scenario that the calls is just ringing to an agent that I need to work out.

Is there something I am not doing right? Is there any other solution beside changing the system wide settings to allow last agent logged in to be logged out? 

[ZuluAlpha]

If the last agent stays logged in and does not answer the call do you want them to be logged out so the calls with follow path unavailable?

[HungryHippo]

If the last agent stays logged in and does not answer the call do you want them to be logged out so the calls with follow path unavailable?

If it only take effect on a specific queue and only just that one queue the agent belongs to then yes, but if it will affect the the other department's queue then that's something that I want to avoid. Its not something I can decide by myself if that will be the case.

[HungryHippo]

Additional Question, If we change it so that it will log out the last agent. Will that affect Hot Desk users and get logged out when they missed a call?

[ZuluAlpha]

There's a setting in System Options ACD Make Last Agent Unavailable on No Answer - it would affect the settings on all of your queues. The only catch is if they're on Make Busy it's not going to send the agent the call to miss but still keep the queue open.

[HungryHippo]

There's a setting in System Options ACD Make Last Agent Unavailable on No Answer - it would affect the settings on all of your queues. The only catch is if they're on Make Busy it's not going to send the agent the call to miss but still keep the queue open.

If there is a call waiting in queue and the agent is on make busy then would the interflow kick in?

[ZuluAlpha]

There's a setting in System Options ACD Make Last Agent Unavailable on No Answer - it would affect the settings on all of your queues. The only catch is if they're on Make Busy it's not going to send the agent the call to miss but still keep the queue open.

If there is a call waiting in queue and the agent is on make busy then would the interflow kick in?

I think in this scenario you would need to assign an overflow group.

[HungryHippo]

What would be the best setup for this then, in our case that we cant have the "ACD Make Last Agent Unavailable on No Answer" enabled. How do I deal with calls already ringing on an ACD agent that already went home.

[ZuluAlpha]

If that agent is logged in and not on make busy it will ring to them for however long you have the CFNA Timer in their COS. Then it will log the agent out and the caller will follow the path unavailable queue.

[HungryHippo]

I mean, if we dont use the option to log out the last peron. Is there any other solution?