Trying to setup the following.
2 x Attendant Consoles with 2 lines each, servicing calls on a single pilot number.
Distribution: First Available or Longest Idle or Circular
AC Hunt Group members are configured as Username/Line (total 4 lines across two users). Member #5 is a DN on a CTI Route point and is the "Always Route" member.
Receptionists will use online / offline feature to make themselves available to take calls.
If all receptionists are offline, I want all calls to go to the CTI route point. (A Night Switch service).
If at least 1 receptionist is online I want call queuing up to a maximum of 3 calls. If queue is full, then the next call should go to the CTI Route point.
I've turned on call queuing for 3 calls on the AC Pilot. According to documentation, the 4th call to the queue should go to the "Always Route" AC hunt group member - ie the CTI Route point.
While testing this setup, if online receptionists have already taken their maximum of 2 calls, the next call does not go into the queue. Instead it is routed to the CTI Route point.
This does not appear to work as documented. Any ideas?