We recently setup a call queue to act as an overflow when an agent is currently on a call. The queue is ONLY used for this overflow call purpose and customers do not call directly into the queue.
However, we recently created a queue for a team that receives a lot of inbound faxes. When the queue is active, inbound faxes now ring the agents phone. When the queue is disabled, inbound faxes do not ring, and show up via a notification only (as intended).
This poses several problems
- Agents do not know the inbound "call" is actually a fax. If they answer it, they just hear beeping.
- After 1 ring, the fax will roll over into the queue, and "ring" additional agents.
- The inbound fax will fail, and often be retried several times.
- Eventually, the fax will go to the queue voicemail.
We have since disabled the queue for this group.
Why do inbound faxes behave differently when the queue is active? This behavior happens regardless of if the agent is on the phone. We have had no problems with SMS and the notifications work the same regardless of if a queue is active. So why do faxes work differently?