Hi,
I’d like to request an ‘overflow’ polling strategy for Call Queues. Basically, the same request which is described in already existing forum posts like here; https://www.3cx.com/community/threads/overflow-call-queues.79463/. ‘Overflow’ is defined here as water continuously flowing down waterfall steps; the water fills the first level, when the first level is full the water _overflows_ into the second level. This happens transitively into 3rd-, 4rd level etc
The ‘overflow’ polling strategy could work the same as ‘Skill based routing Ring all’, with a tweak to ring up all agents with a skill number below the current skill. Example below.
Polling Strategy; Skill based overflow (Ring All) <- NEW
Ring time; 30s
Destination if no answer; 1800s, end call
Agents;
30 seconds pass, telephone will ring for available and logged in users with skill at 2 and below (<- NEW): Alfred + Bert + Cedric + David
30 seconds pass, telephone will ring for available and logged in users with skill at 3 and below (<- NEW): Alfred + Bert + Cedric + David + Eric
…
1800 seconds pass, call is ended.
What does this achieve?
I’d like to request an ‘overflow’ polling strategy for Call Queues. Basically, the same request which is described in already existing forum posts like here; https://www.3cx.com/community/threads/overflow-call-queues.79463/. ‘Overflow’ is defined here as water continuously flowing down waterfall steps; the water fills the first level, when the first level is full the water _overflows_ into the second level. This happens transitively into 3rd-, 4rd level etc
The ‘overflow’ polling strategy could work the same as ‘Skill based routing Ring all’, with a tweak to ring up all agents with a skill number below the current skill. Example below.
Polling Strategy; Skill based overflow (Ring All) <- NEW
Ring time; 30s
Destination if no answer; 1800s, end call
Agents;
- Alfred, skill 1
- Bert, skill 1
- Cedric, skill 2
- David, skill 2
- Eric, skill 3
30 seconds pass, telephone will ring for available and logged in users with skill at 2 and below (<- NEW): Alfred + Bert + Cedric + David
30 seconds pass, telephone will ring for available and logged in users with skill at 3 and below (<- NEW): Alfred + Bert + Cedric + David + Eric
…
1800 seconds pass, call is ended.
What does this achieve?
- Reduced number of queues for us
- 3CX limits us in optimizing the balance between having call agents available and lowest caller waiting time in queue.
- We now emulate overflow queues by implementing up to three ring all queues per ‘topic’ (a thing you could call us for)
- Simpler agent management
- The agents for each ‘topic’ (reason why the queue exists) are defined in a single screen.
- The queue workings are more transparent listing all agents together.
- More straight forward to maintain the listed agents.
- Improved SLA reporting
- We are not interested in SLA breaches one queue overflowed into another queue.
- We are interested in SLA numbers across the entire waterfall.
- Define and maintain multiple queues, one for each overflow. This has following issues;
- Duplication of data
- Exponential growth of amount of call queues
- Ineffective SLA reporting because a ‘Destination if no answer’ counts always as an SLA breach. This is way too strict of an SLA definition in most use cases
- Alternative PBX. This has one or more of the following issues;
- More expensive
- More vendor lock-in
- More legacy protocols
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