If a call goes to a group where there are three agents, agents 1 and 2 are on the phone, and agent 3 decided to leave her desk, but did not put her phone in "break" mode, the call rings, then the call "recalls" back to the voice mail auto attandant where it cycles back to the receptionist at group 1.

I would set up an overflow destination for this one.

One additional item. Before the power outage, the receptionist had a button on her DSS console for one-touch transfer to either ACD group. Since the ACD pilots are not CAR key assignments, nor Tel assignments, I cannot figure out how the button was assigned to the console.

For this one I would try assigning a car & set FWD All to the ACD pilot.


"Can I Still Call Out?"