We use auto assign on incoming calls and it works pretty well for us. However we'd like to combine it with the calendar so calls are not assigned to technicians when they are unavailable.

However the system seems to refuse to assign calls when the due by date falls within the period a tech is going to unavailable. Since all our calls come in with a default due by date two weeks away this means any technician will not get calls when they are due to be away in two weeks time, despite the fact they are currently available.

This isn't the way we want it to work, we want it not to assign calls when techs are actually away but otherwise to assign then, regardless of due by date (it is part of the techs' leave process that they must review their calls and reassign any that need to be dealt with during their leave period).

We are forced to manually add and remove people to the excluded list, but this is prone to human error and the fact some techs tend to be slow to 'notice' the fact they aren't getting calls assigned ;-)

Can anyone suggest how we can get the calendar and auto assign to work the way we want ?

Thanks

David