How to modify inbound rule with a press of a key?

[marama]

So we want to be able to modify inbound rule which default to "Call Queue A", but when the receptionist is out of office, we want to have "Call Queue B" take over. Is it something CFD could do? We can modify Status by pressing a key on the phone so I was hoping changing status of the account would be able to trigger the DID assignment.

This are the DID assignments we want to have:

"Call Queue A"

1. incoming call, waiting music
2. Call Queue A has 2 agents, first ringing with agent 1, then with agent 2
3. if none of the agents picks up, there should be a prompt asking the caller to call again and ending the call. BTW, how do I do that?

"Call Queue B"

1. incoming call, waiting music
2. both of the agents have set "do not disturb" or "away"
3. Call queue B, with different agents need to take the call. Also Ring Group would work, but we'd prefer queue so we have a waiting music and the order (not ringing with all the agents).

Is it possible to achieve?

 

[AWS2P]

We need some more specific details about your call scenario.

Who is the receptionist ? one agent of the "A" Q? the PBX Operator?

I don't think you need CFD to accomplish that.

For now is there something set on your 3cx or you start from scratch?

 

[marama]

We have a receptionist/operator, it is "agent 1". I'm the fallback "agent 2". But sometimes, we both are out of office and would like to have a completely different scenario (Call Queue) by a press of a key.

This is our current setup:

1. incoming DID
2. => CQ (with agent 1 and agent 2)
3. if no agent picks up after 2x20 seconds => Ring Group with 5 people
4. hoping someone would pick up. No prompt if noone picks up.

Current setup is not satisfactory because in case we (both agents 1 and 2) are both not available on a short term (toilet, meeting, second call...), we don't want to have the Ring Group have their phones ringing (disturbed from work). Only in the case me and receptionist are out for the whole day - we want to have the other 5 people have their phones ringing.

So we want to have 2 scenarios covered and switched.
I see CFD has a Web POST/REST, it would be nice if we could use that to retrieve the states from Google Calendar (I can do that) and switch the scenarios accordingly. I like the idea of controlling the flow through Google Cal.
Otherwise, pressing a key on a phone would also work.

 

[AWS2P]

Do you use auto switch with office hours?
Is your RG in ring all mode?

 

[marama]

Yes, we do already use the office hours switch for the purpose of everyone getting the prompt when the whole office is closed.

Yes, RG is in all ring mode. We like to have it that way because also me and receptionist are in that RG, so in case we do get back to our desk, we still have a chance to get the call (without just the BLFs blinking and intercepting). And with prioritized hunt, it would take ages to reach the last person in line.

 

[AWS2P]

Dp you know you can intercept calls with * 20 * dialed from a phone, so if you hear ringing and have a phone near you it 's a quick way to pickup the call

 

[marama]

yes, I know - but that's what I meant with "without just BLF blinking", since the receptionist wouldn't know if this is a call that was missed. I understand it's a complicated scenario we want, but before I start learning CFD, I'd like to know if it is solvable with CFD in the first place.

 

[lanb]

Hi

with CFD it's easy as you can know state of extensions (example) and you can of course route the call to any queue or extension you want.
So in your case, build a CFD that looks for state of agent1, and next agent2, should solve your problem without google calendar

 

[AWS2P]

I'm not CFD user so , i'm not the good guy to give advice if it's good or not to use it for your scenario.
It's always good to learn about new things so CFD can be interesting to.

My idea was out of CFD use but surely less elegant

 

[marama]

Thanx guys, I'll let you know how it goes with CFD

 

[JohnS_3CX]

You might be able to just do it by changing the two extension forwarding rules

Queue A: Prioritized Hunt with Agent 1 on top and Agent 2 on bottom of list

Agent 1: When DND -> log out of queues (so only Agent 2 will take calls)
Agent 2: When DND -> do not log out of queues, forward call to Queue B