Allow external numbers to be added to call queues and not have to press 1 to accept call

  • 0
  • 8
  • Idea
  • Updated 4 weeks ago
My phone system has 4 agents who answer calls, if all 4 are busy, I need to transfer the next call to an external number. I cannot do this in a call queue. Please allow adding an external number as a member of a call queue and also add the ability to disable pressing 1 to accept the call coming from call queues.
Photo of Brown


  • 140 Points 100 badge 2x thumb

Posted 2 years ago

  • 0
  • 8
Photo of Brandon

Brandon, Champion

  • 24,802 Points 20k badge 2x thumb
Voted.  I agree there should be an option like this and probably some others for conditions that a call queue has no members logged in and ready to take calls, no one answers or after a defined length of time.  It should be possible to go to any of voicemail, extension, off site number, another queue, etc.

As for disabling the announcement to press 1 that can be done on a per user basis.

Call Handling & Forwarding > Settings > edit Incoming Call Information > Play Announcement tab:

Photo of Kristina Ehnert

Kristina Ehnert

  • 62 Points
Agree - this needs to happen. If all queue agents are busy/unavailable, we need to be able to transfer to an external answering service.