Queue call setup : adding extensions every X seconds

[YiYine]

Hi,

I have a 3-queue setup with 2 extensions on every queue. Goal is to get more people with existing ones from the previous queue when calls don't get picked up.
QUEUE 1 (2 ext) ----30s wait------> QUEUE 2 (4 ext) ----30s wait------> QUEUE 3 (6 ext)

I'm wondering if there is a better way to do this ?
Can we do this on a single queue where every X seconds, extensions are added ?
I also notice that music on hold gets replayed every time I'm forwarded to the next queue, is there a way to only have one music on hold while processing the next queues ?

Thanks for your inputs !

 

[AWS2P]

As the best practice is to answer always the shorter as possible, so if it was me , i Set up only one Q with 6 agents using prioritized hunt ring mode.

this way should solve all your asking (enough people to answer always 6 agents are in Q, no added time, no other MOH during transfert)

 

[YiYine]

Thanks for your answer.

But I need to make every user ring in the first queue and then the second queue, including the first queue (like a level 1 support and a level 2 support, but including the previous queues in the loop).

Cheers !

 

[AWS2P]

so make Q1 with all agents in ring all mode and set DNA after 20s to Q2 (with no message, but of course MOH during phones ring) with all agents once again but in prioritized hunt ring mode

 

[VoIPTools]

One of the challenges to using overflow queues is how this process impacts your queue statistics (missed calls and total queue hold times). YiYine has proposed a reasonable solution (assuming you understand what he is proposing). There is not another workable alternative without writing a custom software solution.

I have often proposed writing an application that automatically adds "overflow agents" to an existing queue as SLAs are exceeded, and automatically removing agents as the numbers of callers decrease (or the max hold times fall below thresholds). The advantage to this approach would be accurate queue statistics and the customer experience would be better too.

 

[YiYine]

Hi @voiptoys ,
Thanks for your input.
Indeed, I don't know how this queue overflow will impact my queue statistics.
Wait and see

I have often proposed writing an application that automatically adds "overflow agents" to an existing queue as SLAs are exceeded, and automatically removing agents as the numbers of callers decrease (or the max hold times fall below thresholds). The advantage to this approach would be accurate queue statistics and the customer experience would be better too.

Did you know more about this application ? Could be nice to offer this in case of the queue statistics goes wrong due to using overflow queues

Cheers

 

[VoIPTools]

One of these days we will get around to building this tool and adding it to our suite. For now, I would need a shove to prioritize the development... too many projects already in the queue.