Unanswered Call should enter ring group not at the beginning

[Dietmar]

Hi there,


assuming that we have the following extensions:

10
11
12
13
14
15
16
17
18
19

with the corresponding DIDs (10-19).
Further assuming, that all extensions are available and that we have a ring-group that has the same ascenting order:

When someone rings in from external to DID 12 (who does not answer the call), the call is beeing sent to the ring-group and rings at 10, then 11, again 12,....

Is there a possibility that the ring-group "entry-point" is not the first entry, but the next after the extension (in our example: 13)?

Thanks for any ideas.

Dietmar

 

[Alphabetic]

No - you'd need to create a ring group for each order you want to use and have it go there when DNA.

Or... have the DDIs go to these ring groups instead and then round robin them.

 

[paulodagraca]

Hello Dietmar,

That would be something like this:

Extension 10 overflow to ringroup 80 with members (11, 12, 13, 14, 15, 16, 17, 18, 19)
Extension 11 overflow to ringroup 81 with members (12, 13, 14, 15, 16, 17, 18, 19, 10)
Extension 12 overflow to ringroup 82 with members (13, 14, 15, 16, 17, 18, 19, 10, 11)
Extension 13 overflow to ringroup 83 with members (14, 15, 16, 17, 18, 19, 10, 11, 12)
Extension 14 overflow to ringroup 84 with members (15, 16, 17, 18, 19, 10, 11, 12, 13)
Extension 15 overflow to ringroup 85 with members (16, 17, 18, 19, 10, 11, 12, 13, 14)
Extension 16 overflow to ringroup 86 with members (17, 18, 19, 10, 11, 12, 13, 14, 15)
Extension 17 overflow to ringroup 87 with members (18, 19, 10, 11, 12, 13, 14, 15, 16)
Extension 18 overflow to ringroup 88 with members (19, 10, 11, 12, 13, 14, 15, 16, 17)
Extension 19 overflow to ringroup 89 with members (10, 11, 12, 13, 14, 15, 16, 17, 18)

Paulo

 

[Alphabetic]

cut out the extra step

Extension 10 ringroup 80 with members (10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
Extension 11 ringroup 81 with members (11, 12, 13, 14, 15, 16, 17, 18, 19, 10)
Extension 12 ringroup 82 with members (12, 13, 14, 15, 16, 17, 18, 19, 10, 11)
Extension 13 ringroup 83 with members (13, 14, 15, 16, 17, 18, 19, 10, 11, 12)

all on round robin.

 

[Dietmar]

Ah, OK. Thanks for your tipps.
It's nice that it is possible - even when the administration of changes in the ring-order (which are chaning very often, here) will be a tedious task.
Thanks again!
Have a great day!
Dietmar

 

[Alphabetic]

The admin can reorder the ring group members so round robin would be less tedious

 

[Dietmar]

You say it "less".
Thx.

 

[KyriacosS_3CX]

Depending how much initial effort you want to make, this could be done via APIs more or less completely, letting you switch things around in perhaps a more automated way.

 

[Dietmar]

Thx for the info. It would be just great to have a switch in the GUI like: "enter/begin ring queue after my extension-nb".
I believe that this would be ideal for many customers.

 

[KyriacosS_3CX]

Hi,

If any of the partners with the proper forum permissions wishes, they can submit it to the IDeas section so we can have a better understanding of the demand for such a strategy.

 

[Kevin Attard Compagno]

@Dietmar - by any chance, is the ultimate scope to get the members of the group to answer, on average, the same number of calls? Rather than always targeting the first member of the list?

If so, you can approximate this using a Queue with "Round Robin" or with "Hunt Random Start" or with "Hunt By Threes Random".

If I understand you correctly, the behaviour you are looking for is EXACTLY the "Round Robin" strategy.

 

[Dietmar]

@Kevin Attard Compagno
As in most small companies, there's one person primarily responsible for answering calls. This person has a deputy, and that deputy also has a deputy...

For this reason, we use the 'Prioritized Hunt' method for the queue.

Of course, it can happen that the first people in the call-queue are busy with something else and therefore have a good reason not to answer the call.

Let's assume the queue consists of 20 people, with the secretary in first place and the boss last (as a sort of emergency-backup). It would probably be 'unfavorable' if the boss also receives an equal share of the calls, wouldn't it?

Hence the requirement: to work through the calls in order, but enter the queue not at the beginnen, but at the next extention after the person being called doesn't answer. (See the example in my first post).

 

[Kevin Attard Compagno]

Hi @Dietmar . If this were my system, I would have ONE Queue with "Round Robin", with DNA set to the boss as last-resort, and get all the calls to go to that Queue.

That's the closest match I can think of. Maybe not perfectly matching, but trying to get a perfect match could mean very complicated config, which some other admin would not be able to easily figure out.

 

[Dietmar]

Hi @Kevin Attard Compagno . Thanks again for your ideas!
You are right, it would not fit in our case. As mentioned, our wish would be a switch to "enter queue after my position" - that's why we have asked here maybe we have overseen this. The good thing for me: "I am not blind"
Thx for your efforts!
Have a great weekend.
Dietmar