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Ring Groups inside Call Queues?

Discussion in '3CX Phone System - General' started by Levi Koenig, Dec 27, 2017.

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  1. Levi Koenig

    Dec 20, 2017
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    Having the ability to place Ring Groups inside of the Call Queues "Call Queue Agents" section would be really helpful. Is there anyway to do this?

    #1 example of how we would use this:
    - Polling Strategy for Queue would be 'Prioritized Hunt'
    - Call 2 people simultaneously (via a ring group)
    - Then call 1 person
    - Call 2 people simultaneously. (again, via a ring group)

    I feel like the ability to add a ring group to a Call Queue would add a lot of flexibility. Example: We have a phone sales team of 5 people, and a office support staff of 5. To keep our sales fair we want all of the sales people's phones to ring at the same time. If none of them answer then ring the office staff.

    #2 example of how we could use this:
    For organizational purposes we have lots of call Queues. Currently when a shift changes, or we need to offer first dibs on all calls to a certain sales person we have to go into each sales Call Queue for each city and re-position the "Call Queue Agents". If we could just reference the same 'Ring Group' inside all of those Call Queues that would mean we would only have to make adjustments inside of the one RingGroup.

    Any thoughts on the above? Is this possible? If not, any other ideas for these situations?
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

    May 10, 2016
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    Hello @Levi Koenig

    Please note that there is no ability to add a ring group as an agent in a Queue. To achieve the desired functionality you will have to use multiple Ring groups. For example call arrives, it is forwarded to Ring Group 1 which has users A and B as agents. If no answer forward call to ring group 2 which has user C as agent. If no answer then forward the call to Ring Group 3 etc.
    Alternatively you could post this as a feature request to our ideas section of the forum where it can be upvoted by other users and evaluated by the appropriate department.
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