Appreciate your suggestion on the best way to achieve the following scenario
a) during a particular timeframe each day (say 0000-0400), there'll only be 1 agent logged into the system
b) i want to route calls to a fixed external number (mobile) during this time if the agent sets his/her not ready reason code to 'Break'
c) calls should still remain in the queue if the agent is busy/making outbound call/etc
Can i use the following to achieve this
a) use get reporting statistics to retrieve the number of agents logged in, the agent status and not ready reason code
b) should i use call redirect / place call step?