Hello,
I'd like to request/suggest a new polling strategy for call queues. The current polling strategies don't cover an extremely common routing scenario we encounter with our customers. To give an example, we have a sales department at one of our stores with 15 sales agents, and 2 sales managers, as well as a receptionist. Our customer wants calls to the sales department to ring the sales agents first for 30 seconds. If not answered, they want to keep ringing the sales agents, but also ring the 2 sales managers. If not answered still, they want to keep ringing sales agents and sales managers, but now start ringing the receptionist until the call is answered.
At present, there is no way to do this without making 3 different queues. The first with just sales agents, second with sales agents and managers, and the third with agents, managers, and reception.
I'd like to suggest a new skill based polling strategy to solve this. This would be a strategy very similar to the current Skill Based Ring All with a notable change that instead of only ringing the current skill group, it would ring the current skill and any skills less than the current skill number.
So for our example with this polling strategy, we would setup 1 call queue the following way.
15 Sales Agents - Skill 1
2 Sales Managers - Skill 2
Receptionist - Skill 3
With a ring time of, let's say 30 seconds.
The call flow would ring first all skill 1, then after 30 seconds all of skill 1 and skill 2, then after 30 seconds all of skills 1, 2, and 3 until we hit our maximum call time where we would go to the destination if no answer.
To explain a different way:
Currently, Skill Based Ring All rings all extensions whose skill is equal to the current skill level.
So ring skill 1, 30 seconds skill goes to 2 and it rings only skill 2, 30 seconds skill goes to 3 and it only rings 3.
The new polling will ring all extensions whose skill is LESS THAN or equal to the current skill level
So, ring skill 1, 30 seconds and skill increases to 2 so it rings skills 1 and 2, 30 seconds and skill goes to 3 so it rings skills 1, 2, and 3.
Again, this is a very common call routing setup for us. Almost all of our call queues are setup with this rollover behavior where it keeps ringing the first group but starts including more and more extensions. At present the only way to do this is with additional ring groups and call queues which makes maintaining such behavior difficult, in our above example adding a new sales agent would require adding him to 3 different call queues, and if one was missed his colleagues phones would ring but not his. Being able to do it with the new skill based polling strategy would have them all be in just 1 queue, where we can easily manage and move members around with their skill.
Thank you,
Corey Darlak
I'd like to request/suggest a new polling strategy for call queues. The current polling strategies don't cover an extremely common routing scenario we encounter with our customers. To give an example, we have a sales department at one of our stores with 15 sales agents, and 2 sales managers, as well as a receptionist. Our customer wants calls to the sales department to ring the sales agents first for 30 seconds. If not answered, they want to keep ringing the sales agents, but also ring the 2 sales managers. If not answered still, they want to keep ringing sales agents and sales managers, but now start ringing the receptionist until the call is answered.
At present, there is no way to do this without making 3 different queues. The first with just sales agents, second with sales agents and managers, and the third with agents, managers, and reception.
I'd like to suggest a new skill based polling strategy to solve this. This would be a strategy very similar to the current Skill Based Ring All with a notable change that instead of only ringing the current skill group, it would ring the current skill and any skills less than the current skill number.
So for our example with this polling strategy, we would setup 1 call queue the following way.
15 Sales Agents - Skill 1
2 Sales Managers - Skill 2
Receptionist - Skill 3
With a ring time of, let's say 30 seconds.
The call flow would ring first all skill 1, then after 30 seconds all of skill 1 and skill 2, then after 30 seconds all of skills 1, 2, and 3 until we hit our maximum call time where we would go to the destination if no answer.
To explain a different way:
Currently, Skill Based Ring All rings all extensions whose skill is equal to the current skill level.
So ring skill 1, 30 seconds skill goes to 2 and it rings only skill 2, 30 seconds skill goes to 3 and it only rings 3.
The new polling will ring all extensions whose skill is LESS THAN or equal to the current skill level
So, ring skill 1, 30 seconds and skill increases to 2 so it rings skills 1 and 2, 30 seconds and skill goes to 3 so it rings skills 1, 2, and 3.
Again, this is a very common call routing setup for us. Almost all of our call queues are setup with this rollover behavior where it keeps ringing the first group but starts including more and more extensions. At present the only way to do this is with additional ring groups and call queues which makes maintaining such behavior difficult, in our above example adding a new sales agent would require adding him to 3 different call queues, and if one was missed his colleagues phones would ring but not his. Being able to do it with the new skill based polling strategy would have them all be in just 1 queue, where we can easily manage and move members around with their skill.
Thank you,
Corey Darlak
Upvote
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