Does anyone know if the KBOX will work with a mainstream presence application like MS Lync? Some indication of a tech's absence when assigning support tickets...

~ David
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To be honest, I don't think it will. They system for one doesn't integrate with anything external. Everything is based on emails and/or web interface. It can not detect if someone isn't there to assign support tickets. What it can do is build ticket rules to do a round robin approach, so as tickets get opened they get assigned to the next in line so people don't have a choice as to what ticket they get. You can also create a unique rule for each staff so when they are out they are taken out of the round robin loop until they are back from being sick or vacation...etc.
Answered 04/06/2011 by: nshah
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