Queue overflow

[brenrich101]

I'd like to have a single queue with multiple users, easy enough so far, however I want to cascade these users.

Eg. queue call comes in, and I want it to ring User 1 for 20 seconds. If User 1 doesn't answer, I want it to ring them again, but this time include Users 2, 3, and 4.

I've tried skill based routing but that only appears to work if User 1 is on the phone or otherwise unable to answer on the system, not if they are away from their desk or anything and haven't set their status.

How can I best achieve this? Thanks in advance.

 

[Alejandro_3CX]

there is not a poll strategy like the one you are mentioning. The skill based is used to create different groups, so when agents in group 1 are busy or not available, then agents in group 2 are polled.

The nearest strategy you can use is round robin or prioritized hunt, random hunt.

You may get further info here https://www.3cx.com/docs/manual/call-center-queues/

 

[SteveITS]

@brenrich101 It should work to transfer the unanswered call to a second queue that has more members in it.

 

[brenrich101]

@brenrich101 It should work to transfer the unanswered call to a second queue that has more members in it.

Thanks Steve, it does if User 1 is DND, Away, Busy etc, but if they simply don't answer it just rings them forever and doesn't 'overflow' to anyone else.

I've now put the prioritized hunt in - not perfect but better than before. Hopefully this improves.

 

[SteveITS]

Hm, it seems to work for us. Here's one client:

Logs have a call going to Overflow this morning after 15 seconds.

 

[brenrich101]

Hm, it seems to work for us. Here's one client:
View attachment 50912
Logs have a call going to Overflow this morning after 15 seconds.

Ah yeah that's using 2 queues (1 overflows to the other), which I have done in the past and it does work, I just thought there must be a cleaner way of doing this with a single queue. Thanks