Forward Call Queue

[ntnetzeband]

We have a call queue for sales agents that all have random schedules each day but we have specific office hours for their DID. Right now, if everyone leaves before the end of the office hours, we have to manually go into the inbound rule and change the scheduled office hours for that day. Sometimes all go into a meeting and it needs to be forwarded to our outside answering service.

Due to inconsistent schedules for sales people, we leave them logged into the queue at all times and just use the schedule.

Does anyone have any idea on how an individual sales person can forward the entire call queue to the outside answering service? My best bet is training them to log in and out of the queue at the start and end of the day but they aren't as willing to learn new things as I would like so this may not be an option.

 

[mariosM_3CX]

Hello @ntnetzeband

As you've already said, the best way is for agents to log in/out of the Queue. Another thing you can do, is give management Console access to one of the Agents. Alternatively consider the following setup:

1. Configure the inbound rule of their DID to forward calls during office hours to a dummy extension(not an agent of the Queue).
2. Set the forwarding rules of the dummy extension to forward calls to the Queue while in Available status(or any other) and to the outside service while in DND.
3. Have the agents change the status of the dummy extension at will(eg from a windows client)