Possible to Forward Calls Routed to Agent?

[ladd3]

Good Afternoon,

We have a call center agent who will be moving away, but will still work for the company. We are using skills based routing so if a call is queued to a skill for this particular agent (there are other agents logged in the hunt group as well), is it possible to have the call routed to an external number? If so, how would you suggest I set that up?

Currently it would ring at the station she is logged into. I tried forwarding that station to an external number and calling the extension directly works. However, when a call comes in on a VDN it rings at her station (does not forward).

Thanks in advance,
Tom

[reeve34]

We do it using EC500 for a few agents.
You have to bear in mind it only works for manual answer and it will also affect stats in that your ASA will be affected and it will be classed as a call transferred out of the queue.
There are also issues with it going to voicemail if going to a mobile phone (classed as an answered call).
So yes you can do it, but be warned it could cause issues.

[johns1224]

Great! Thanks for the tip, reeve34. Downside is, we just have to bear if issues come up.