If the group setting is set to “ Informal”, the agent is always used to hunt, if the personal status is Available in the client. They can also sign out again, to go lunch for example. If they do not sign in a group, they will not receive calls by the response group. Agents can sign in a response group if the group setting is set to “ Formal”. The response group hunts for an agent when you call the assigned number. The agent will be hunted in the order that is configured in the group settings. When calling a Response group, you should always end up calling someone in an Agent Group, but before that you will start in a Queue. The queue will play the queue music and decides the maximum waiting time, and queue positions.
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