How to escalate calls in Call center

[Quest4Voice]

Good day Experts.

I would like to know how Escalation of calls can be done in 3CX.

Scenario:

I want to design a call center that will have 1st Level , 2nd level and 3rd Level Engineers, In this case if a call comes in and First level Engineers answer and fails to resolve. How will they move it the second level engineer or third level Engineer. how is this configured?

Thanks

Quest

 

[JohnS_3CX]

Hi,

You will find that queues have a destination if no answer and a maximum timeout.

Build 3 test queues with a short timeout and see in action.

Unless you mean that the engineer will actually answer but cant help.

In that case, they need to transfer the call to the nex queue

 

[Quest4Voice]

Actually it is more of, The 1st Engineer not being able to help and needs the call escalated to second or third level Engineer.

thanks

 

[pmterp]

As John said, setup 3 queues. Tier 1, Tier 2, Tier 3.
The calls come into agents that are members of Tier 1. If they can't help, they transfer the call to the second queue, Tier 2 which has a different set of agents that handle tier 2 stuff. Etc.

 

[Quest4Voice]

okay thanks this will solve my issue thanks experts