Roll Over call queues

[BenBryson]

We have a client that currently has 3 main call queues. These call queues fail over from 1 to 2 and 2 to 3 where queue 1 has say 5 agents and queue 2 has 10 agent but 5 from the previous queue and queue 3 has 15 agent containing the agents from 1 and 2. Is there a way to do this with 1 queue? The reason for having 1 queue is that the reporting show each escalation into queue 2 then 3 as an abandoned call.

 

[VoIPTools]

Unfortunately, there is no automated way to do this. The only option to dynamically add/remove agents from the queue would be a custom application. It is possible to achieve, but would require programming. We can help.

 

[YiannisH_3CX]

The closest you can come is to switch your polling strategy to "Hunt by Threes Prioritized". This option will poll the first 3 agents and then the next 3 and so on. This will happen for each call.