On the calling card right now, if no technician is available for support calls, it can be set for the customer to be directed to a webpage stating that no tech is available or an email can be sent to the technician (for the group or the channel) that says a customer is waiting. I don't want my customer to be waiting until the session times out, but I don't want to miss that they tried to connect. I think having both options offered together would be a solution rather than having to select one or the other. This way the customer knows that a tech is not available, and I know that I missed the rescue opportunity.
Sami
