ICM software utilizes real-time, event-driven data such as agent status, queue status, and incoming call type in making its call-by-call routing decisions. You can establish routing decisions for a wide range of agent and service performance metrics, including agent availability, the ratio of calls in progress to logged-in/ready agents, or the ratio of calls in queue to staffed/scheduled agents.
I ended up doing a transfer to an open FXS port that allows any other phone to do a group pickup to grab the call. I looked at the CRS_Park.aef in the repository but it was missing the java applet that would make it work.
Everything is working fine using group pickup but thanks for the help.