Solved If User Busy, Divert to Call Queue

[louieblackman]

Hi All,

I run a hospitality company and one of my sites receives ALOT of calls.

So for this, I have setup the custom office hours for this extension. If the extension is DND (out of hours), it diverts to an IVR which announces 'We're closed, please call back during our opening hours which can be found on our website'.

What I am struggling to setup is:

- If the main line (only one phone) is busy during opening hours, then transfer the call to the queue. I'm assuming that when the call is hung up, the phone will then ring from the queue.

Is this possible?

 

[Evolute IT]

Hi All,

I run a hospitality company and one of my sites receives ALOT of calls.

So for this, I have setup the custom office hours for this extension. If the extension is DND (out of hours), it diverts to an IVR which announces 'We're closed, please call back during our opening hours which can be found on our website'.

What I am struggling to setup is:

- If the main line (only one phone) is busy during opening hours, then transfer the call to the queue. I'm assuming that when the call is hung up, the phone will then ring from the queue.

Is this possible?

Why not simply send all calls to a queue? If the user is free, it will ring quickly anyway. No need to set that for busy only.

This way, if he's on a call, others will be waiting in the queue. This also gives better stats.

 

[louieblackman]

Why not simply send all calls to a queue? If the user is free, it will ring quickly anyway. No need to set that for busy only.

This way, if he's on a call, others will be waiting in the queue. This also gives better stats.

So the reason I have set it up this way is:

The opening hours of the location that will be receiving the calls differ from the company operating hours. Therefore, at present, it has custom availability hours and will send callers to an IVR which has a message to say we're closed and then hangs up.

 

[louieblackman]

UPDATE: I think I worked it out!

Forwarding Rules:

If call is not answered within 1 second, transfer to queue. Queue will ring user. I'm assuming, accept multiple calls should also be enabled? Will test and advise.

 

[louieblackman]

UPDATE: I was obviously being really dim and completely forgot about inbound rules.....

So:

"Destination for calls during office hours"
Call Queue for the bar

"Destination for calls outside office hours"
IVR for Out of Hours Message

Specific office hours for the inbound rule are setup with the opening hours of the premises.

All resolved.