ACD Path Unavailable

[bluewhite4]

Have a customer who desires three acd queues, with different agents.

Problem is that there are periods during the day where an agent isn't logged into a queue and the customer would like the call to be routed to a voicemail box.

Easy done on the 3300, but can't figure out a way on this. Support told me I needed Intelligent queue; does that sound right?

[dozer]

Thats correct.  You can set a recall destination but the hunt group, ACD or UCD, will not immediately route to that destination until the recall timer disconnects.  Intelligent Queue can be used to actively monitor the queue with rules built around agents logged in <=1 and ring time @ call => 1 second.

[bluewhite4]

Ok, follow up question then. For Intelligent Queue, are they referring to the PrairieFyre product or is there a special 5000 one?

[bluewhite4]

Never mind. I rescind that last question....Intelligent Router, which is a part of CSM.