Custom Ring Strategies

Discussion in 'Ideas' started by TSlocum, Jul 27, 2016.

Custom Ring Strategies 5 5 1votes
5/5, 1 vote

  1. TSlocum

    TSlocum New Member

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    I think it would be a great addition to be able to set up custom ring/polling strategies. For example, Ring 5 of the 7 agents for so many seconds, then move on to the last 2 agents after the timeout. My current workaround is having a call transfer to a ring group, but it's clunky and jarring for customers because of the "Please wait while I transfer your call" prompt.
     
  2. bodleid

    Joined:
    Jan 19, 2010
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    agree, called skill based routing and must in Call Center:

    Below is basic simple idea regarding skill based routing.
    The skill based routing logic should be the same, doesn’t matter what ringing strategy you use (ring all, prioritized hunt, etc.).
    Basically, the call never starts ringing in skill level 2 unless everybody in skill level 1 is busy (no answer timer) or logged out it go straight to next skill.
    And then again, the call never starts ringing in skill number 3, unless everybody in skill number 1 AND skill number 2 is busy or logged out.
     

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