call Queue with staff in 2 different country's

[portplus]

Hi all.

We are running a company and have staff who are located on opposite sides of the globe but need to be able to take calls regardless of where they have come in from.

We tried running them both of a lightsail instance located in one geography however there is to much latency .

so we now have one in each geography however we are trying to work out how we can have users answer calls from inbound numbers in either geography (each country has its own Queue). we can setup a bridge, however I don't think this will allow routing queue calls across the 2 separate instances

thanks in advance

 

[JohnS_3CX]

Hi @portplus

Can you describe the needs in more detail? You have USA agents for example, that wish to pick up calls that reach the EU pbx?

Bridges are not immune to latency, they do not solve this issue.

 

[portplus]

so we have AU and UK agents, we also have calls which originate from the AU and some from the UK.

We want to have UK agents able to answer AU calls (Queue ) and UK agents able to be in the Queue for AU calls.

so we have

AU pbx = q -a1 and a2
and
UK PBX= q U1 and U2

we want AU agents to be able to be in both Queue A1 and U1

We understand that the latency will not be fixed by the bridge, however we found when we terminated both numbers onto the same instance in UK, all calls suffered for the people who were in AU. considering MOST calls will be answered by agents in the country of origin, this latency issue we can live with .

hope that explains it better

 

[JohnS_3CX]

Understood, the distance is indeed great so it was a good idea to set up two local PBX installations.

I don't think the request above is possible, even if the distance was not an issue. As an agent, you can only join queues that belong to your PBX.

One possible solution (with caveats if course) in order to have AU agents answer UK calls, is the following:

• Create a dummy agent in the UK side and add it to U1 Queue
• Set dummy agent to "Ring My Mobile Simultaneously" and for the mobile number, enter the prefix+extension of number of a AU Ring Group (not queue)
• Adjust your ring strategy under U1 to poll the dummy agent as least as possible, to avoid sending calls unnecessarily to AU
• In the AU side RG, increase ring time to the maximum you can, and include the agents you wish to use from AU with Ring All
• For Destination if no Answer in the RG, you need to decide where this call will go, but do not loop it back.

When U1 receives calls, it will poll all the agents, including the dummy which will try in turn to call all the agents in AU that aren't busy and can accept calls. This will make your call reports inaccurate as a tradeoff, on top of the latency issue mentioned.