[SOLVED] out of office

[zip]

Hello,

I have 2 agents, agent A and agent B. Agent A is the main agent and agent B is only the substitute. Normally agent A gets all tickets and notifications. Only when agent A is out of office, agent B should get all the stuff. So if agent A is ooo and a customer is assigning a ticket to agent A (doing it via postmaster filter), the ticket should be automatically assigned to agent B. Its possible to realize that? Can i say "If agent A is out of office then..."?

Thanks

[crythias]

A recommended way to handle this is to assign open tickets from AgentA to new owner of AgentB (Generic Agent). Hand back by owner transfer as needed.
Another way is to unlock the tickets so AgentB can receive notifications (assuming agent preferences Queue highlighted in My Queues and followup notification on). If he replies, he now owns just that ticket.

[zip]

A recommended way to handle this is to assign open tickets from AgentA to new owner of AgentB (Generic Agent). Hand back by owner transfer as needed.

Do i have to turn on/off the GenericAgent manually every time a agent is ooo? Since i have many groups with this constellation (One main agent and one secondary agent for the case that the main agent is ooo) i need a automatic way to do this.

[crythias]

Do i have to turn on/off the GenericAgent manually every time a agent is ooo?

I don't know what will work within your environment. Since you're asking me about this versus the other way (which I think I'd prefer) I don't know how to answer your question.

There is an "Out of office" entry within the "Agent" but I don't particularly know that it does much besides responds to customer that the agent is OOO.

anything else appears to require development.

[zip]

I made it this way: when a ticket is assigned to agent A its not get locked automatically, so agent B can take it if agent A is ooo. The only thing is that agent B is not getting the notifications but so he has to check from time to time the dashboard.

thanks for help!

[crythias]

when a ticket is assigned to agent A its not get locked automatically, so agent B can take it if agent A is ooo

Which, again enforces there is no need to assign agents automatically