I recommend you to check and learn if user call handling is good enough for your use case. For this, I don't think that it is suitable for call queue solution. To me, this is a direct call to each of the contacts, and each contact has it own route, from an account manager to a backup manager as you explained. What you asked from the original question "to take a big database of contacts that we have and create forwarding rules for each of the contacts." was a different use case. So instead of calling each agent's direct number, a customer can just call the call queue's number and the system will route the incoming call to the queue members, either rotating or simultaneously until a member of the queue picks up the call, or the call will end up in a voicemail or is forwarded to another extension (agent) or even to another call queue. However, if the backup is also not available, how can I set it to ring the whole office at that point? Can I somehow make it ring sequentially for the first two redirections, and then simultaneously if both are unavailable?Ĭan I somehow forward it on to another group at that point, which is set to ring simultaneously? call forwarding call routingĬall queue is kind a for sharing a phone number with a big group. If the account manager is set to DND, it will route directly to the backup. I think I'll have to create call queues to achieve this.įrom my investigation, if I create a call queue with the Account manager and then the backup manager (sequentially), then I can set a custom rule to redirect calls from certain numbers to said queue. Having done some more searching, I seem to have answered some of my question: Particularly with how the API treats DND phones and how intelligent rules can be. How would this behave when putting the phone on DND? Would I somehow be able to create a rule that says:Ĭan the API 'see' when a phone is on DND? I'm concerned it doesn't and would just go to voicemail on the first phone.Īnother solution that may work would be to not have any phones on DND but instead:Īny advice or alternative solutions with regards to this would be much appreciated. The issue comes when detecting if someone is available. I know it is possible to create rules within the API to redirect calls from specific numbers to particular extensions. In the worst case where neither were available, no forwarding could occur (or whole manager group rings, as we have it currently). It would also 'know' when that manager wasn't available and instead forward the call to the backup manager. Ideally, when a known contact phoned us, the call would forward to the account manager. There is also a backup manager for when the account manager is on leave. I'd like to take a big database of contacts that we have and create forwarding rules for each of the contacts.Įach of the contacts is assigned to one 'account manager'. I'm not super familiar with the RC system, so I thought it best to ask if a plan I have is possible before trying to implement it. Person 1 -> Person 2 -> Group 1 (or Person 3, 4, 5, 6, 7, 8 simultaneously)īasically, I want it to sequentially call two people - if neither is available, it'll just call the whole office simultaneously. Original information is below but now I just need to know:Ĭan I somehow set a call queue to route in the following way:
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