Phone Queues - if busy - transfer to another Queue

[Futureweb]

Hello,
is there a possibility to configure a queue like this when
a) all agents are busy or
b) all agents are logged off
the call is automatically transferred to another queue?

Have unfortunately found nothing in the direction - but would have to implement something like this.

Thanks a lot
Andreas

 

[JosIPVG]

Hello,

If all agents are logged off and are not present in the Queue then the call would be routed to a destination if no answer specified by you.

If all agents are busy and you want to transfer it to another Queue , why not make it a ringgroup?
Transferring them to another Queue because the agents are busy kind off beats the purpose of a Queue

 

[Futureweb]

Hi JosIPVG,

thank you for yor reply. The part with "all logged off" is helpful in what we want to implement.
As for the "all busy in queue" - We are a Hosting Provider and got 4 1. Level Agents which can subscribe to the Queue ... sometimes when caller load is high we want that after 45 Seconds the Caller is automatically transferred to our Queue where also 2. Level Supporters are subscribed to keep Waiting Times Low for Customers ...
Ringgroup can't be used as the Agents can't (un-)subscribe to them as in Queues.

thx
Andreas

 

[JosIPVG]

You can specify for how long the caller will ring before it gets transfered somewhere, in this case that could be the second queue.

 

[Futureweb]

yea - we already work with that, now the idea was that if all agents are busy within the first Queue - instant forward to second Queue - so Customer won't have to wait too long ... but I guess that's not possible?

 

[JosIPVG]

Maybe it could be possible with a callflow designer that checks agent states before transferring but im no CFD guy.

 

[Futureweb]

that may be one possibility ... thx for pointing me into this direction ... will have a look into CFD if time allows!