multiple calls to queue

[goinghosted79]

is there a way to have one user receive multiple calls like a receptionist. she will have one call then place it on hold and answer one or even two more?? i dont think sending the inbound calls to the user directly will work because i need to setup different office hours to play a different greeting for the time of day as well as the date. they want to say merry christmas on the 25th and happy new year on the 1st, etc...

 

[TheodorosG_3CX]

Have you also checked the option to get notified while in the Queue which is represented in V20?

 

[goinghosted79]

I’m not sure but I’ll check that setting first thing tomorrow.

 

[TheodorosG_3CX]

Check this option as even if the agent is on a call he will get notified for the next queue call.

 

[Evolute IT]

**Note that this only works for users on non-queue calls only.

Multiple queue calls are coming but not there yet (@Nick Galea said they're working on it in another thread.)

 

[benrg]

Hello,

We are also waiting for the multiple queue calls feature here
We were talking about this this morning, and were thinking about the implementation.

How would you do for example in a Skill Based Routing Ring All queue ?

Let's imagine :
- agent A skill group 1, with Accept multiple calls enabled
- agent B skill group 1
- agent C skill group 2
- agent D skill group 2

Agent A is on a call.
A new call arrives, would you ring both agents A and B ?
We think this is the only / proper way here.

Agent A and B are on a call.
A new call arrives, would you ring agents A, C and D ?
Agent A because he has Accept multiple calls enabled in skill group 1.
Agents C and D because they are from skill group 2, and all skill group 1 agents are already on a call.
We think this makes sense here to ring agents C and D, because A could not take this new call, perhaps he's already handling 4 or 5 calls...

@Nick Galea any thoughts ?

Thank you very much !

 

[N_G]

Multiple queue calls is coming in update 2 I believe. How it works is that it will not care if agent is already on a call and just target them also. So agent A will also be targeted yes....

 

[benrg]

Hello @Nick Galea, thank you very much for your reply, really appreciated !
Good news it could come in update 2 !

Our main concern was with case 2, where the algorithm would target agents from skill group 2, but also one from skill group 1, because of the Accept multiple call option. Something which can't occur as for now.
Some kind of a edge case here, but really important.
Would then really be glad if this particular situation could be analysed / validated by your dev-team, just to be sure

Thank you again !

 

[Evolute IT]

Multiple queue calls is coming in update 2 I believe. How it works is that it will not care if agent is already on a call and just target them also. So agent A will also be targeted yes....

When is the U2 Beta expected? Lots of things I can't wait to try in there!

 

[N_G]

Hi Frederic - its in testing, not long now, hopefully 1-2 weeks! Its gonna be a big one with a lot of nice stuff

 

[Evolute IT]

Hi Frederic - its in testing, not long now, hopefully 1-2 weeks! Its gonna be a big one with a lot of nice stuff

Awesome!

 

[benrg]

Hello @Nick Galea, thank you very much for your reply, really appreciated !
Good news it could come in update 2 !

Our main concern was with case 2, where the algorithm would target agents from skill group 2, but also one from skill group 1, because of the Accept multiple call option. Something which can't occur as for now.
Some kind of a edge case here, but really important.
Would then really be glad if this particular situation could be analysed / validated by your dev-team, just to be sure

Thank you again !

Well well well, forgot the fact that if agent A refuses the incoming call, it will trigger skill group 2 agents...
So could do the trick.
Can't wait to test