Agents in Cloud Auto Attendant and Call queues doesn't reach based on their Status.
Hi Community, One of our customer experiences the below issue: They've cloud Auto attendant and Call queues. Direct routing is set up. Using Direct routing number. Behavior: When the call is received from the Direct routing number to the Call queue agent, it doesn't look the Agent's presence status, meaning that even though the agent is set to DND mode, it still routes the call. Is the is the expected behavior? Any pointers would be of great help. Thanks!!