Presence is useless if not using a call queue

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We are a small veterinary clinic and don't use voicemail during the day due to emergency calls.  Instead of using a call queue we are using a tiered call forwarding system on one extension for all incoming calls so that if no one picks up the call it goes to our answering service.  
Apparently because our incoming calls don't go to a call queue, we are unable to see when a user answers a call.  The staff that answers the phones are in different offices so they can't tell if another staff member is on the phone or has answered a call.
Has anyone figured out a way to do a tiered ring group and still be able to utilize the presence feature?  This seems like a basic phone function.
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Alice Phinizy

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Posted 3 months ago

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Mary Rose, Official Rep

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Hello Alice!

If the one who answered the call is a user within the account, presence feature should work. But if it is your answering service who answered the call, that is the time that presence feature will not work because it is already routed to a third-party phone system. Please open a case if this is not what is happening. 



Thanks!