Can Call Queue Members Forward calls?

[khiem]

I have a call queue set up with three members. If all members are on a call or on away, is there a way to forward the number immediately to an external number? Currently the caller needs to wait until the maximum queue wait time is up before being diverted.

 

[leejor]

Allowing a queue member, to forward a call to another location because they are on the phone, defeats the whole purpose of using a queue.

For one thing, there is no guarantee that someone will answer at the forwarded location, and isn't that why you have a queue to begin with, so that callers are sure to reach an agent who is ready to assist them?

Callers in a queue wait until someone is available to help them. They are them connected. if you want to start forwarding calls because an agent is busy, you may wish to consider using a ring group instead.

 

[khiem]

Thanks for the tip. Will look into ring groups