Skills Based Routing

[amoorman]

Good Afternoon,

Question we're puzzled as to why the skill based routing "ring all" strategy doesn't forward on to the next extension in line if the call is unanswered by the first skill level?
Could someone help better explain as to why this would be the case?
We thought by polling every 15 seconds it would make its way to the next skill level if unanswered on the first.

thanks

 

[GrahamStewart]

In my experience and if you read the docs its not coded as skill based escalation. Its a common misconception with 3cx.

The next skill level is polled when all the agents of the previous higher skill are unavailable (DND/Away/Unregistered etc). Please take a look here specifically at slide 12 you will find what you are looking for:

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

 

[VasilisV_3CX]

@amoorman,

As @GrahamStewart pointed out, the Call Queues Academy documentation does explain this though I think slide 11 is more helpful here.



The next skill base will only ring when ALL skill base 1 agents are unavailable. Otherwise it will act like a standard queue and keep polling the skill based 1 agents if they're available.