Assign a secondary engineer/group if you are set to OUT?

Hi Support,

We have had a situation where a customer has replied to a request id that someone was looking at before they went on holiday.

This was replied to by the customer and wasn't picked up by anyone.

It would be really useful that if you logon to the system it automatically changes your status to IN in the IN/OUT swicth in the top right hand corner. When IN all messages for your assigned calls come to you.

If you aren't logged in you should be able to assign a secondary support contact or group so that the responses to these requests don't get ignored. If the Support Rep isn't logged in and has OUT logged the responses to these open calls go to people in the assigned group or support rep as a fallback.

This also saves the Support Rep assigning all of his calls to different people in his/her absence and then getting them all back again upon their return.

Cheers

Rich