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heather-morrison avatar image
heather-morrison asked ·

Bypass a user in the call forwarding if that user is already on the phone.

Currently, we have our phones set up to call our 888 number and then the Call Forwarding and Handling is set up to direct to specific groups of people in the order of most likely being able to answer the question. People who deal largely with customer support all receive the phone call at the same time, and then sales, and so on. Our goal is to have the people who could answer the person's question answering the call first to avoid transferring any calls. As a company, we try to focus on our client satisfaction as a top priority, and having more flexiblilty with the Call Forwarding would offer us to provide the level of support we strieve for.

This idea is two-fold. First, it would be nice if a person who is already on the phone does not receive a notice that another call is coming in. We have enough people on staff to answer phones that we don't want people to put calls on hold to answer a new call. This provides less distraction and a higher level of customer support because people are constantly being interrupted by the beeping of another call. And two, it would be nice for the system to recognize if all people on the first level of call forwarding are busy, it should automatically jump to level two so the client is not waiting through multiple rings for someone who is not going to be able to answer the call.

Account Type: U.S.
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bjsvec avatar image
bjsvec answered ·
I believe this is how call groups work.  If a user is on the phone it skips them.  Maybe that would work for you?
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mike avatar image
mike answered ·
Hi Heather,  I should work as Brandon described, but of course we'd need to see the specifics on how you are set up.  You may want to take a look at this article.    Setting Up a Call Queue group

If this doesn't answer your question you are welcome to reply here with more details or if it's easier, feel free to give us a call. 

Mike 
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