Call forwarding to another queue if agent doesn't pick up in time

Discussion in '3CX Phone System - General' started by it@helloprint.com, Jul 31, 2017.

Thread Status:
Not open for further replies.
  1. it@helloprint.com

    Joined:
    Sep 26, 2016
    Messages:
    3
    Likes Received:
    0
    Hi guys,

    When an incoming call is delivered to a certain queue, it is then assigned to an agent in that queue. If the agent doesn't answer the phone in time, the call falls back to the queue to be assigned to another agent in that queue...

    Is it somehow possible to forward the call to another queue if the agent doesn't answer the phone in time?


    Thanks.
     
  2. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    10,362
    Likes Received:
    227
    That is not really how queues are meant to work. In many cases, a queue is made of agent with specific training/resources to handle certain categories of calls, so the idea would be to keep the calls in the same queue if possible. If agents are not answering in time, then it sounds like an end user "training" issue, or a shortage of agents, if the call cannot be answered if placed back into the same queue. Agents can make themselves unavailable if they are not able to answer calls, which is what they should be doing.
     
  3. it@helloprint.com

    Joined:
    Sep 26, 2016
    Messages:
    3
    Likes Received:
    0
    You have a point... But in this case it would be a useful solution for evening hours, when running on a skeleton crew...
     
  4. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    10,362
    Likes Received:
    227
    What about a new queue, used for evenings, with a "re-distribution" of agents?
     
  5. it@helloprint.com

    Joined:
    Sep 26, 2016
    Messages:
    3
    Likes Received:
    0
    Yeah, i thought about that option too. Since there isn't a way to forward the call to another queue, this seems to be our only other option to resolve the issue as best we can...

    Thanks for thinking with us leejor!
     
Thread Status:
Not open for further replies.