I have a customer with a very small IPCCX 4.0(5) call center (2 agents currently) where the agents take incoming calls as well as make outgoing calls. I am using Reporting Statistics to determine if any agents are Working or Talking, and if so, queue the call. If not, put the call into the "Closed" voicemail box.
The problem I am running into is if there is only one agent working, and that agent is on an outgoing call, the IPCC system marks that agent as "Not Ready", which defeats my Working and Talking checks and sends the caller to the Voicemail box instead of queuing them.
Is there another statistic I can check against that will allow me to see that an agent is on an outgoing call and therefore queue the call? Does anyone have a creative way of approaching this situation?