I have a customer that has a specific division in their hospital that has 3 phones as answer points. There are many times when there is just 1 person working so all 3 phones are not "manned" all of the time. The customer reports complaints from nurses that their calls are going unanswered. The problem is when there is just 1 person working at that time and they are on the phone with another doctor or nurse, they can't answer the other incoming line. So they have asked for an announcement that tells the nurse to "please hold." But the problem is that they are not even answering. My question is, what is the best way to handle this situation?
1) Should I configure a hunt group and utilize the queue functionality with the "please hold" announcement playing periodically or,
2) Should I configure each line with a forward no answer to a call handler announcement stating they are busy and continue to hold and then transfer back to switch? I understand that they are not in a queue at this point but I also have concerns about the phones being logged out and the user not seeing this or not knowing how to log it back in.
These numbers that are being called are also associated with a time schedule for after hours.
This is CM 10.5
