Call Queues - Add agents/extensions after 20 seconds

[MickyV]

Hi There,

I have a question regarding queues.

We have a number of businesses, each business should answer their calls, however if after 20 seconds they have not answered we want our reservations department to also have the opportunity to answer the call.

I have this working using 2 queues currently.

1. Level 1 Queue - Rings all extensions at the business (20 Seconds) then forwards to level 2 queue
2. Level 2 Queue - Rings all extensions at the business & as well as our reservations department (120 seconds)

Whilst this works, it seems rather clunky..

• Hold music has to be split (we have voice overs)
• Music clicks as it jumps queue
• Reporting shows lost call in queue 1
• We can not announce callers position

Is there a better way to achieve this, possibly using skill level or the call flow designer, or another magical way?

Thanks for reading

Regards
Mick