Currently we have two queues called 'Reception' and 'Reception Overflow'. Idea is that if the receptionist in the queue can't answer within 10 seconds, it will transfer to the overflow queue with more back office staff. The reception extension is part of both queues, maximising the chance of them answering. I see that we could accomplish the same thing using Skill Based Routing Ring All queue type, where the reception user is skill level 1, and the rest of the users are skill level 2. However, it doesn't look like we can add the reception user to both skill level groups, as it says duplicates users are found and won't save.
Is how we have it set up the best way, or is there a way of doing this with a single queue for simplicity? Our 3CX was a bit of a mess to begin with, but it worked. Now with the v20 upgrade a lot of the time/date routing settings amongst others have been wiped (thanks), so am now looking at re-setting the system up with a bit more structure and visibility in case this happens again.
Is how we have it set up the best way, or is there a way of doing this with a single queue for simplicity? Our 3CX was a bit of a mess to begin with, but it worked. Now with the v20 upgrade a lot of the time/date routing settings amongst others have been wiped (thanks), so am now looking at re-setting the system up with a bit more structure and visibility in case this happens again.
