Call Queue Setup - If not answer Forward, If not answered again Leave VM

[CprinceBBIT]

I was hoping for some insight on if it is possible to setup the following Call Forwarding in 3CX between Call Queues

Someone calls Queue A, if not answered forwards to Queue B, if not answered prompts to leave a voice mail for Queue A to follow up on
Someone then calls Queue B, if not answered forwards to Queue A, if not answered prompts to leave a voice mail for Queue B to follow up on.

When attempting to set this up I can only see an option to do one set of forwarding which when set for Queue A to forward to Queue B when not answered and vice versa leaves callers in a permanent cycle.

 

[bitn2]

This cant work as you already mentioned.

 

[NicholasP_3CX]

There can only be one Destination if no answer for each queue.

What you could do is create four (4) queues for this to work

1. Queue A --> Destination if no answer = Queue B (Overflow)
2. Queue B --> Destination if no answer = Queue A (Overflow)
3. Queue A (Overflow) --> Destination if no answer = VM (Queue B)
4. Queue B (Overflow) --> Destination if no answer = VM (Queue A)

Queue A and Queue A (Overflow) can have the same agents assigned.
Same applies for Queue B. This way the agents can answer the call and you can have your voicemail being sent to the agents in the other queue.

Yes, your reporting might be a bit messed up as you would need to create 2 reports for 1 queue, but you will get the call flow you want.