QUEUE Additional Custom Polling Strategy

Discussion in 'Ideas' started by DovydasJ, Dec 13, 2016.

QUEUE Additional Custom Polling Strategy 5 5 5votes
5/5, 5 votes

  1. DovydasJ

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    Hello,

    New feature: Additional Custom polling strategy to QUEUE agents

    Description:
    For example we have:
    QUEUE: 800
    AGENTS connected to 800 QUEUE: 200, 201, 202, 203, 204, 205

    When caller comes to 800 QUEUE I want to send call in different ways for agents by priority:
    First ringing 200 (for described Ring time); then 201, 202, 203 simultaneously (for described Ring time); then 204, 205 simultaneously (for described Ring time).

    It is like sending call from QUEUE to groups by priority, which IT could manage. For example I could do the changes and then polling strategy could be:
    First ringing 200 (for described Ring time); then 201, 202 simultaneously (for described Ring time); then 204, 205 simultaneously (for described Ring time).

    Thanks, bye!
     
    Saulius Balciunas likes this.
  2. DovydasJ

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    With different customer this question came up again.
     
    Saulius Balciunas likes this.
  3. humanism

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    You can do this by setting a maximum wait time, and waterfalling multiple queues.
     
  4. voiptoys

    voiptoys Active Member

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    Using cascading queues may have the desired routing result, but will flag the calls as abandoned.
     
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  5. DovydasJ

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    This will distort statistics.
     
    #5 DovydasJ, Mar 7, 2017
    Last edited: Mar 7, 2017
  6. DovydasJ

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    If I use multiple queues - it will be workaround and I loose some functionality of 3CX. If call will leave Queue #1, then it will be marked as abandoned call in this queue and its no matter if the same call will be answered in Queue #2.

    In this way, 3CX lost its charm in call control with abandoned callls...
     
  7. raphaelB

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    This idea is very good, for me, i will need :
    When caller comes to 800 QUEUE I want to send call in different ways for agents by priority:
    First ringing 200 (for described Ring time); then 200, 201 simultaneously (for described Ring time); then 200, 201, 202 simultaneously (for described Ring time)...

    Because, actually, i have to use several queues.



     
  8. Silly English Kniggit

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    Can - but it's a bad workaround with unwanted side effects which you then have to deal with. Call flow sounds bad to caller, statistics are shot, call reports become a headache. One queue, should be one queue - not 5 as I've had to build before.

    This https://www.3cx.com/community/threa...idually-in-call-queue-in-conisderation.44453/ could solve that problem - please vote and comment with your specific requirements / use cases because this could be quite easily covered by that.
     
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