How can I add a business partner's call center to my queue to share workload?

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For one of our call queues, I want to share this call volume with a business partner’s call center.  I created a new user and I want to make that user a member of my call queue such that when the user comes up in the queue the call will “unconditionally transfer” to that user’s number.  Is that possible? 

I know how to set it up so that it will do a regular transfer but that makes the user on their end press 1 to accept the call and also limits the number of calls we can transfer to them to only one at a time.  How can I make it do an unconditional transfer?
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Joseph Lawrence

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Posted 2 years ago

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Luke, Training Specialist

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Hi Joseph,

It turns out you cannot do an unconditional transfer for just one part of the call queue.

One method you could use would be to direct the calls to a user that has a Ring Group set up in the Call Handling & Forwarding, as opposed to having them go to the queue. There are some other differences between a call queue and a ring group, but for your purposes the benefit is that you can set up a ring group and ensure that your business partner's call center doesn't need to press 1 to receive the call.

More information on how to do this is on our articles for Rearrange Forwarding Numbers and Create Ring Groups, and Configure Incoming Call Information.