You can use noncalling destinations to respond when no agents are available or to handle crank or troublesome calls.
In the properties file for the destination, do the following:
Define the destination using the Destination<n>.Name= property:
Destination3.Name=noagents
Define the destination type using the Destination<n>.Type property. Use NOCALL for unavailable.
Destination3.Type=NOCALL
Enter the URL that should be served for each destination using the Destination<n>.URL property.
Destination3.URL=http://<Trailhead server>/CiscoTH/pub/html/Forms/blender/noagents.html
Note: Your site might use busy, ring, and error terminations to indicate down situations. See Destinations for other ICM script terminations in this guide for more information.