How can I add different queues to the same number? One of our company lines is for a 24/7/365 support desk, and we have different people that man the operation during the day, at night and on weekends, and then some that just fill in for things like lunches, etc. Right now, I have the 9 people all in one queue, but I would like to split the queue up to different queues for nights, weekends, weekdays, etc. How can I do that?
You will need to set up the specific queues on your Admin Portal before settings up the Advance rules.
You can follow steps below:
Step 1. Log in to Admin Portal and set up the queues for day, night, and weekends.
Step 2. Once all call queues are set up with their own extensions then make sure the 24/7 number is assigned to Auto-receptionist.
Step 3. Under Admin Portal click on Auto-Receptionist then click IVR settings.
Step 4. Find and click Custom rule. Set up rule according to dialed number (24/7 number) and the date and time for the specific rule. Action should be to forward call to the specific call queue.
Yes it would be using advanced rules, say for example 303-867-5309 is stored as a main company number / auto-receptionist, we can create a "Custom Rule" which is the same thing as an "Advanced Rule" on an extension. The number can be in either location and with a rule set to have the calls connect to one call queue during a set time period. Just make one rule for each time period you need.