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Agent Group - Call Redirect

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Scenario: Company has a Agent Group with all their office phones listed. In the event of a power outage the company would like all existing calls to be redirected to a mailbox instead of waiting for the queue timeout to occur. We know we can use a service flag for this when all agents are offline however this does not effect existing calls in the queue.

 Is there a way to do this? The customer we need to configure this for us has this configuration in their Avaya and it is part of a more elaborate configuration and this is the sticking point. The above scenario is just an easy way to explain it 😊

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In the redirection settings (night mode) for the ACD there is a dropdown called "No agent has phone registered" - just use that one. You can use the mailbox prefix (usually "8") to send the call directly to the mailbox without ringing the extension.

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Ahhh yes very good point. We have the same problem when all agents are suddenly logged out. We will add something that will do the redirection also to the calls that are queued up if the redirection flag is set. 

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