We have a client that is basically 4 different businesses under 1 larger corporate structure. They are all on the same PBX. Each business has it's own DIDs and digital receptionists. Each digital receptionist has an option that filters into the same call center.
Management would like the call center employees to know which office the customer is calling so they answer the call properly. We achieved this by creating 4 identical call queues, named differently so the calls show the correct prepend when presented to the agents.
The problem comes in with call distribution. They like the "longest waiting" call delivery option, but obviously each call queue will have a different agent waiting the longest. This has caused some issues with even call distribution. One agent will take 3 calls in a row before other agents are presented a call.
Is there a way to consolidate the call center into one, but also have an accurate prepend? Would setting up ring groups named correctly, then forwarding them directly to the main call center queue achieve this?
Management would like the call center employees to know which office the customer is calling so they answer the call properly. We achieved this by creating 4 identical call queues, named differently so the calls show the correct prepend when presented to the agents.
The problem comes in with call distribution. They like the "longest waiting" call delivery option, but obviously each call queue will have a different agent waiting the longest. This has caused some issues with even call distribution. One agent will take 3 calls in a row before other agents are presented a call.
Is there a way to consolidate the call center into one, but also have an accurate prepend? Would setting up ring groups named correctly, then forwarding them directly to the main call center queue achieve this?
