How to forward call to mobile agent when everyone log out the queue

[Frank Yu]

Hello.
We have a call queue blinding to 400 number , but the manager want to there is a duty person can answer the call when everyone leave office. If everyone leave office ,shutdown the computer ,his status will become unregistered( log out the queue)? So how we make this settings for our service team.
The manager want to forward the call to mobile after standard work time. The inbound rules is 9:00-21:00 ,but agent will leave at 18:00, they want can forward the queue call to specific mobile during 18:00-21:00, forward the queue call to mobile during Sat and Sun.

 

[andytelco]

Hi Frank,

Hope you are well.

Could you attach your inbound rules?
What does your call flow look like?

Your best bet is, to Create an inbound rule That directs your calls during the day to your Call queue, then your after-hours direct it to an external number or the extension you want the calls to go to.

 

[Frank Yu]

Hi Frank,

Hope you are well.

Could you attach your inbound rules?
What does your call flow look like?

Your best bet is, to Create an inbound rule That directs your calls during the day to your Call queue, then your after-hours direct it to an external number or the extension you want the calls to go to.

Hi Andytelco
The problem is the duty person will changed very frequently , our IT manager don't want to use admin console to help them change everyday or every week. If something wrong ,they will blame us . what we expected is could use the client to achieve that.

 

[andytelco]

Hi Fank,

Can you please explain to me as best as possible or show me a screen- shots of what your IVR menu actually does?
I am also having trouble understanding what you are saying... I want to help you as best as possible.

 

[Frank Yu]

Hi Fank,

Can you please explain to me as best as possible or show me a screen- shots of what your IVR menu actually does?
I am also having trouble understanding what you are saying... I want to help you as best as possible.

I am not sure what's the IVR menu. this one? could you give me an example?

 

[andytelco]

An IVR is a digital receptionist. This allows the person/persons who call in to have options to pick which department they want their call to go through.

I am just trying to understand your call flow so I can best Help you.

It says that your after hours goes to an after hours.

You may have to use Call Flow Designer to build the platform you want. .

Can you please explain the problem your having again and what it is you want to happen.

Thanks

 

[Frank Yu]

I only can see the polling Strategy is Round Robin. It have 8 agents in the queue . but during the special hour ,everyone will leave the office at 18:00, but the queue call need to be forwarded to an agent mobile. As my understanding, if everyone leave the office ,shutdown the computer ,the agent status will become un-registered, there will be no one available in the queue, how we make the forwarding successful?
btw: where i can find call flow designer?

 

[andytelco]

Hi Frank,

Thank you for that.
I would like to get some clarity around a few things but before that.

The only real option is. If the person you are requesting the calls to go to Afterhours and on weekends, then they must use 3cx because then they can just log into and out of the queue when needed, rather than diverting calls. Get them to download it on their phone since they don't have a specific roster. Does that make sense?

The reason I say this is your only option is that your IT manager doest want people to access the console correct? And because the duty people change all the time? Your options are limited, your IT manager has to give some wiggle room so that people can answer the calls. You can also restrict their access


Call flow designer is when you can build a call flow- And load it up to the 3cx system. Please look it up on youtube