Skills group routing

[rich_imp]

I'm trying to set up call routing via skill groups for one of my queues. I have set up the groups and anyone in group 1 is being called as expected but it's not calling group 2 when 1 fails to answer. Does it only call group 2 when all of group 1 are set to busy? I need it to call group 2 after a certain amount of time not answering, I assumed that is set under "ring time" which has been set to 10 seconds.

Thanks

 

[Saqqara]

Have a look at https://www.3cx.com/docs/manual/call-center-queues/

Can you confirm that you are definitely using queues and not ring groups

 

[ChrisC_3CX]

That's correct, when using Call Queue Skill groups, calls will only flow from one Skill Group to another if the first Skill Group agents are all busy.

If you want calls to go to a second group of agents after a certain amount of time, you could simply create a second Queue, set it as the "destination if no answer" of the first queue and and set the Master Timeout to the desired time.

For more information, in addition to the documentation Saqqara linked, you might also want to check out our training material on Call Queues: https://www.3cx.com/3cxacademy/videos/advanced/call-queues/