Queues with SBR not skipping to another skill group

[SergeP]

Hi all,

Maybe the original post was not in the right place because nothing has been done on this and we think it's a real lack in 3CX.
So, here it is :

Hi everyone,​

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Today if we use a queue with Skill Based Routing, if there is an agent available in the skill group, the ring will still be in the same skill group and never goes to the upper level.​

That will be great if we can tick an option to make possible the fact of the ring get to another level but still ring for the level above.​

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Concrete example, the call have three layers possible:​

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- first layer with a group of agents they have directly the information to give for the caller.​

- second layer is a group of agents they could have the information.​

- last layer, group of agents they haven't the information but still note the request of the caller and transfer to the service for recall.​

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For resolving this, we have to make 3 queues, for the caller there is no big issue, but for the agents the call ring and when the timeout happens, the call end and recall immediately, that annoying. The missing call in queue is hard to follow because for agents you have 3 missings call form the same caller.​

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The request is quite simple, if the call timeout for skill group number 1 but there are still agents available, the call still rings for the agents available for SG 1 but will ring for the SG 2 too, etc.​

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Hope will be added, I think this feature could help more than my client and me who want this.​

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Much appreciated. ​

See the original thread here : https://www.3cx.com/community/threa...ing-to-another-skill-group.71183/#post-325915

Thank you for your help,
Serge