I have a customer who wanted four staff members phones to ring simultaneous on incoming calls to their main number so I have set them up with a call queue. At times during the day the four staff members maybe on other calls, in meetings or away from their desks; when this happens I currently have it forwarding to the voicemail of one of the members as they don't seem to check the voicemail on the extension of the call queue. My customer has asked if calls go un-answered in the call queue could it be sent to an IVR instead of a mailbox, that way the caller might be able to reach the person they are looking for or at least leave a message in their mailbox instead of a general mailbox? I have tried to set up the overflow option in the specific call queue, have it flow to another call queue that I have called Overflow and then in the Overflow call queue added a custom rule to send it to the extension of the IVR. The only problem is that RC won't allow for the agents calls to be set at simultaneous only sequential or rotating which the owner is adamant the have all four phones ring at the same time.
Does anyone know a way that I could make this work?
Yes, it is just not very obvious, but this is how to do this:
- under the "Messages" section, unselect the "Enabled" check box so that messages are not taken
- set the "How to handle missed calls" to "Connect directly to a Group"
- press the "Select Group" button and select your IVR extension from the list.