Distribute call in the queue base on the agent availability

[Utdom Thol]

Dear All,

i have one requirement which need to distribute the call in bound from external to queue with some condition it can be check.

1. In case busy agent who already occupied the call or the agent set away , it will play prompt in the queue said that "All Agent are busy please wait in the queue"
2. In case agent available the call will ring the agent extension.
3. In case agent busy in the queue it will prompt the the caller about the agent busy and if agent available immediately during the prompt or after the prompt the call will route to ring the agent immediately.

anyone have this idea to that ?

Regard,
Utdom

 

[Alphabetic]

What you're describing is how queues work...

The caller waits for an agent to pick the call up.

 

[NicholasP_3CX]

If you need a message to tell the caller that the agents are busy, you will need to record this into your music on hold file.

 

[VoIPTools]

I think we are missing the point. @Utdom Thol wants different intro prompts based on agent availability. Unfortunately, that is not possible with the built-in features of either ring groups or queues. However, you can accomplish this with a Call Flow Designer (CFD) application. You can build a CFD that:

1. Checks agent availability
2. Plays the appropriate prompt
3. Transfers the caller to the queue.

However, please note that if you do not have any agents logged into the queue, the call will immediately send the caller to the "destination if no answer" destination.

 

[Utdom Thol]

Thank you for your respond, we have tried CFD but we would like the call transfer immediately to the queue without finish the busy Promt or the busy music.


This is our call flow on CFD, but while playing the busypromt if agent available it not do the transfer unitll the busy prompt finish and loop to check the availablity of the agent in the queue again. do you have any idear while busy prompt play we do check the agent availability at the same time ?

 

[VoIPTools]

If an agent is available, then do not play the prompt and transfer the call immediately to the queue. If no agents are available, you will have to play the prompt, THEN transfer the call. Even if an agent becomes available while the CFD prompt is being played, the call has not been transferred to the queue yet, so the the caller and agent will have to wait until the prompt has finished playing.