Sometimes a phone in a call queue is setup to forward its calls, causing calls to the call queue to be immediately answered. As a result, other phones in the call queue are prevented from answering the call. These steps allow for these device settings to be ignored.
Note: Direct calls to agents will still be forwarded. Only direct calls to the call queue will ignore call forwarding.
1. Click Call Queues in the left sidebar.
2. Click the call queue that needs to ignore a device forward.
3. From the Queue Behavior tab > Agent Settings section, enable Ignore Forwarded Devices.
4. Click [SAVE].