Call Queue Alternate Member List

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We are a US based home medical supply company.  We are looking for a feature to allow adding a secondary list of members to a call queue.  This list can be turned on/off by an admin.  When turned on, all users listed in both the primary and alternate list would received queue calls.  This would help in scenarios where a branch or department has limited users and could use assistance during high call volume times.  Once the high volume goes back down, the admin can turn off the alternate list.  This would be much quicker that having to manually add users to a list each time this is necessary and then manually remove them when done.  We have 130 active users and will be adding 20 more soon.
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Jerad VanDerBeek

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Posted 10 months ago

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Michel, Champion

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I agree with your idea, maybe allow call-queues to include other call-queues as a member AND add a on/off state for each member so that they don't have to be removed and re-added back into the queue.

I think you may be able to simulate this setup with the current functions by setting up a user-extension that does not answer any calls and the un-answered calls all get directed to your alternate call queue.  Then when you need to use it, you just enter this user-extension as a member of your primary call-queue.   You would still have to add / remove / add/ etc the one user from your primary call queue when you want to start / stop using them, but you are only adding one, not several.
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Michel, Champion

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I checked on some RC functionality and you would not have to add/remove the alternate extension-call-queue to your primary one, you can just add the extension as a member of your primary call queue, then just change the available hours for the extension to turn on/off the alternate call queue.