Call Queue Needs Same Call Handling Features as extensions

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  • Updated 2 years ago
We are unable to track calls properly when setting up ring groups within an extension however that is the best way to set up a ring group because you can control the following:
-How long it rings to and individual or group
-Ability to ring sequentially

The ring group limitations right now do not allow us to ring to our A team ring group first and then ring to our B team if the A team does not answer it fast enough. The only way this works right now is to add members from both the A and B team and have it ring simultaneously. It affects sales because we want our more experienced guys to have a chance to answer before the B guys. The reason we cannot use the extension set up is because it was not tracking calls properly when ring groups are set up.
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Greenspring Funding

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  • like this should already be an option!

Posted 2 years ago

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Pamela Squires

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We are desperately needing these same features in our call queues.  We need to set up one queue as a priority, then overflow to another call queue if there are no calls waiting on the other queue.  Or, at the very least, allow a user to somehow pick up a call from a different queue if their own queue is slow.  For now, we have to shuffle our users around between queues, depending on the volume of calls in each queue.
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Greenspring Funding

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That in itself sounds like it could be a full-time job for someone which is costing you time, money and resources.