When you are in a call and click the Consult option and select a queue, you see all active, available agents from the selected queue. However, this list is refreshed only when you open the Find a Consult panel or change the queue in the Select Queue list. This leads to a situation where an agent opens the list and selects another agent who, from his perspective, is still available, but in the meantime, that target agent may have received another call and his status has changed. In such a situation, the agent can call a person whose status is no longer "available," and the calling agent won’t even know that the person he is calling is no longer available.

To prevent that, the Consult option should refresh representatives in real time. If that’s not possible, then at least the calling agent should receive some kind of information indicating that the person they are trying to consult has become unavailable.

An additional problem is that such situations bypass the Assignment Blocking option in capacity profiles. As a result, people can receive call notifications even if their status is set to Busy or Do Not Disturb. This should also be adjustable.