Call Handling for Groups

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  • Updated 2 years ago
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I would like a solution to the problem I'm facing with Groups where Users are unavailable. There should be a Call Handling option for the Group as a whole, for instances where all Users in the Group are unavailable.
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Tess Nicholson

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  • frustrated

Posted 2 years ago

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Kim, Alum

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Tess - What problem are you having with "Groups where Users are unavailable"?  
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Tess Nicholson

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Hi Kim,

If all three Users in a Group are unavailable, I would like to be able to divert the call to another number.

Thanks,

Tess
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Kim, Alum

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You can configure this through Groups/Call Queues.  If you set to "in fixed order" and add the 4th person as the roll over.  
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Eric L

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Hi Tess,

This sounds more like cascading call queues; ring simultaneously to users in Call Queue 1, if nobody is available/answers the call, ring to User X or Call Queue 2.

We could certainly use this feature at our agency as well.  Unfortunately, this feature isn't available (yet?), even though it's been requested by a lot of people for a couple years. Call Queues: allow mixture of call handling (simultaneously and in fixed order)

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