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Amye Roberson's profile image
Amye Roberson posted 10-11-2023 12:18

I have an IVR set up where one selection is to go to our sales division.

For that sales division, I have a Sales Agent Queue set up with 2 members in it. Everything works perfectly until there are calls in one of the other queues and no agents logged in to those other queues. When this happens, those calls transfer to the two agents that are in the sales queue. 

I have checked their user profiles and they are not enabled in any other queses. What am I missing to make this stop happening?

Lee Heppenstall's profile image
Lee Heppenstall posted 10-12-2023 03:47

It sounds most likely that in the scripts for the other queues that there is an overload set to forward calls to another queue if there are no agents in the original queue. in your scripts, check what the overload option is set to.