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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: AJ1820 on January 12, 2022, 07:58:28 AM

Title: Calls Queueing but no agents available
Post by: AJ1820 on January 12, 2022, 07:58:28 AM

Hello!

I've got an ACD Path that continues to queue calls despite no agents being logged on. 

It is set to NOT behave this way -

"Queue Callers To Group When No Local Agents Are Logged In and Present" is set to No. 

The destination is a voicemail box which is setup on a dummy "handset" and should be reachable (though I may be missing something on this setup?)

I tested making sure all agents in it's one assigned group are logged off.

I tested by replacing the destination mailbox with one that I know does receive Path Unavailable calls often in another ACD Path.

Each time the test call goes into the queue and waits on hold.  If I log in with an agent in the Skill Group the calls comes through to the agent.

I've run out of ideas. Any thoughts?

Title: Re: Calls Queueing but no agents available
Post by: eyet60 on January 13, 2022, 07:52:16 AM

What is in the "Path Unavailable Answer Point Directory Number" setting on the ACD Paths screen?  What happens if you call the number specified there?

Do you have MiContact Center?  If so, what is displayed in the Avail and Unavail columns in Queue Now for that queue?