Prioritized Hunt with keep function

[kevinjansen]

Dear Community,

We are using 3CX Professional license and i want to create the following situation.
We are having 4 people.
1 Support
1 Sales
2 Fallback

What.i want to create is if a customer presses 1 to get connect to support it gets connected to the support queue.
I have all colleague in there (the support man, the sales and the 2 fallback) and i want the phone to ring only at the support. If he is unavailble or allready on the phone it needs to ring to the sales and as last to the 2 fallback.

What i understand is that you need to use "Prioritized Hunt" but the problem with that is, when i use a timeout of 30 seconds it will ring the phone on agent 2 but agent1 is not able to pick it up anymore. So i like it to ring as follow 1->30sec -> 12 -> 30sec 1234 so that person 1 is always able to pick it up, but person 3 and 4 are only getting called after 1 minute cause person 1 and 2 are for what reason not able to pick up the phone in time.

Is there a easy way to do, or do i need to make like 3 queue's for the same queue and use ring-all with max queue wait time transfer it to the next queue with more people in a ring-all situation?

Kind regards,

Kevin

 

[VasilisV_3CX]

Hi @kevinjansen,

Since you can use queues, I'd suggest using queues for this. You could have make a sequence like this - Queue 1: Support -> Queue 2: Sales -> Queue 3: Fallback -> Voicemail of Extension.

The reason I suggest having the voicemail instead of looping it from Queue 3 to Queue 1 is that if the agents log out, it will loop indefinitely. If Queue 1 finishes a call, the next call will come to them, so this should work well.