RGS Agent participation RRS feed

  • Question

  • Hi,

        Quick question.  The documentation says that if an agent group is configured as "informal" then as soon as the agent is signed into communicator client they are signed into the response group.  My question is does the response group respect the users status?  I.E. if there status is set to away will the response group not route calls to them?  I remember reading somewhere that it doesn't pay attention to the agent's status but I can find the reference.  I need an answer to this as I need to tell our helpdesk guys to sign out of communicator when they go on break so as to not receive calls.




    Tuesday, September 28, 2010 5:03 AM


  • Hi Matt,

    RGS does honor the agent's presence indeed. Calls will be routed to agents only if they are available or idle.


    • Marked as answer by MattZ-SGC Wednesday, September 29, 2010 12:36 AM
    Tuesday, September 28, 2010 7:39 AM