Hi,
I have this one customer with a particular setup:
10 agents.
Depending on the day of the week, and time of the day, 1 agent shall take ALL calls first.
Any other incoming call will go to Longest Idle.
Since in 3CX an Extension is also an agent (vs other PBX where an extension can log into a different agent number), I didn't find any way to set this up.
I though about Skill base routing, but any agent can be in a position that (s)he need to pickup calls first.
I though about setting up 2 queues, A and B and have agents manually log into queue A when its their turn to pickup calls first,
But the issue I have here is that when a call come in, it stays in this queue until the overflow timer is done.
Is there any way to setup this so if the only agent in queue A is busy on the phone, then calls directly go to overflow queue B ?
I was thinking about putting max calls in queue A to 1, but then customer says maybe some day they will have 2 agents in queue A ..
I have this one customer with a particular setup:
10 agents.
Depending on the day of the week, and time of the day, 1 agent shall take ALL calls first.
Any other incoming call will go to Longest Idle.
Since in 3CX an Extension is also an agent (vs other PBX where an extension can log into a different agent number), I didn't find any way to set this up.
I though about Skill base routing, but any agent can be in a position that (s)he need to pickup calls first.
I though about setting up 2 queues, A and B and have agents manually log into queue A when its their turn to pickup calls first,
But the issue I have here is that when a call come in, it stays in this queue until the overflow timer is done.
Is there any way to setup this so if the only agent in queue A is busy on the phone, then calls directly go to overflow queue B ?
I was thinking about putting max calls in queue A to 1, but then customer says maybe some day they will have 2 agents in queue A ..
