Setting up a Fool-Proof After Hours Support Queue or Ring Group

[philodendrin]

Presently I'm supporting a law firm that has a toll-free number setup that we have hitting a ring group. The toll-free number is for emergency situations and given out to specific clientele who would need an immediate answer from an attorney in a given situation. During working hours, everything works well. The Ring Group is setup as a prioritized hunt and goes down the line until an attorney that's available answers.

After hours it's been a bit of a mess.

Because they're all less than thrilled with using the 3CX cell app., I've set their extensions to use global hours and the extensions switch-over automatically to DnD outside of hours. I have their DnD status set to hit their mobile number on both internal and external calls. I have the ring time in the queue set to 15 seconds.

The feedback I'm receiving is that often their cell only rings once or twice and they miss the call... or, that calls are missed entirely by everyone in the group. I'm worried that if I set the ring time in the group longer than 15 seconds, it will hit the user's cell provider voicemail... and essentially not move down the group to someone who will actually answer.

So, my question is, would it be in any way better to use a queue instead of a ring group and add an external agent to sub for the status rule that forwards to mobile? Or ultimately should I just push for the adoption of the 3CX cell app, and hope that the 3CX app has a better track record of triggering after hours, than forwarding to mobile?

Thoughts? Tips?

 

[PierreS_3CX]

Hi, i will try this

If all attorney are in communications, it will be better to use a queue in order to not directly reach the destination of no answer. and define a large Maximum Queue Wait Time.
I will disactivate "ring my mobile simultaneously" & "Accept Push Notifications", force them to adopt 3cx app with this reasons :
- Polling Strategy with Prioritized Hunt and a ring time you can define between each attorney.
- Define a maximum Queue Wait Time (seconds)
- Define a destination if no one answer to the voicemail of the queue, then every one in the queue will receive the voicemail by email. The first who answer "I call him back to that email" notify the others they don't need to call back.