Call Queue - Unsure on best configuration

[ItsPW]

I'm in the process of moving someone from Horizon to 3CX. One of the features they have on their line is a a ring group where if a user doesn't answer within 2 rings, it moves onto the next user (in order of next in turn to take a call) and it will rotate throughout the group, 2 rings move on to next user if not answered, 2 rings then move on to next user if not answered- until a specified amount of time (60 seconds) where it will then go to a different extension.

Could anyone advise the best possible way to achieve this please as I just can't seem to sort it.

Any help would be really great thank you.

 

[Evolute IT]

I'm in the process of moving someone from Horizon to 3CX. One of the features they have on their line is a a ring group where if a user doesn't answer within 2 rings, it moves onto the next user (in order of next in turn to take a call) and it will rotate throughout the group, 2 rings move on to next user if not answered, 2 rings then move on to next user if not answered- until a specified amount of time (60 seconds) where it will then go to a different extension.

Could anyone advise the best possible way to achieve this please as I just can't seem to sort it.

Any help would be really great thank you.

"RING Sequentially". That's what you want in your RG.

 

[ItsPW]

"RING Sequentially". That's what you want in your RG.

Thanks for getting back to me. I only have Ring All or Prioritized Hunt available in RG?

 

[Evolute IT]

Thanks for getting back to me. I only have Ring All or Prioritized Hunt available in RG?

Prioritized Hunt then. Put your users in order of ring.

 

[ItsPW]

Prioritized Hunt then. Put your users in order of ring.

Thanks Frederick - but the order should be dynamic based on the person who has been idle the longest. Does that make sense?

 

[Evolute IT]

Thanks Frederick - but the order should be dynamic based on the person who has been idle the longest. Does that make sense?

Then for that you need "fewest answered" or "least talk time" in Call Queues.

 

[ItsPW]

Then for that you need "fewest answered" or "least talk time" in Call Queues.

Perfect thanks!!

 

[ItsPW]

Then for that you need "fewest answered" or "least talk time" in Call Queues.

Last thing in regards to this, it's doing (almost) what's expected... but to expand on the last part:

Call comes in and goes to person who has been idle the longest (perfect)

However from this call, if they don't answer in x seconds (or rings) then it moves onto the next. Could you let me know where I would set the criteria (the amount of seconds) before it goes onto the next user.

Thank you - you've been a great help with this.

 

[Evolute IT]

Last thing in regards to this, it's doing (almost) what's expected... but to expand on the last part:

Call comes in and goes to person who has been idle the longest (perfect)

However from this call, if they don't answer in x seconds (or rings) then it moves onto the next. Could you let me know where I would set the criteria (the amount of seconds) before it goes onto the next user.

Thank you - you've been a great help with this.

"Ring Time (seconds)"

 

[Saqqara]

For these queue functions you need Pro or Enterprise license

https://www.3cx.com/docs/manual/call-center-queues/