Say I have something really basic here where:
IF statement check if an agent is available in GroupA
FAIL would route call to IF statement to check if agent is available in GroupB
Say there are multiple agents available in GroupA and it selects the next Ready state agent. The call has now routed to that agents CAD and phone. What happens if the Agent doesn't answer? Would it then be based on the call forward settings on the physical phone now? So if the phone was set to not forward anything on No Answer the call would just ring and ring? Or would the call be sent back to the first IF statement and picks another Agent? Hope this question came out clear.