Call queue: Transfer from one queue to another

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I would like to have a way to transfer from one call queue to another after a specific number of rings.  For example, I would like all calls to go to my sales group first.  Should they not be able to answer after 5 rings, I would like the call to forward to our operator. 
I'm hesitant to have calls go to voice mail during business hours.  Voice mail often results in lost business.
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bob

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Posted 5 years ago

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Kristen Vales

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This reply was created from a merged topic originally titled When all agents are unavailable, ring to the next call queue group.

I would like for the system to be able to route a call automatically to another call queue.  So if my main call queue group has two agents and both are busy (on a call) then the call would route to another available call queue group and ring those agents instead of the call just hanging waiting for the agents to become available in the first call queue group.
Article number, 000005531
(Edited)
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Kim, Alum

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Great Suggestion! 

Please VOTE in the upper right corner to see this feature added.
(Edited)
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BobSawyerGCM

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I second this, with the addendum that if all members of Group A are on calls, then the incoming call routes to Group B, BUT if the incoming call is cycling around Group B, because they're all on calls, and someone from Group A becomes free, it routes back to the free person in Group A rather than continuing to cycle around Group B. Does that make sense?
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BobSawyerGCM

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Hmm... I just read brne4x4's final comment in this thread, and it made me think perhaps if the settings for Group B were changed so that calls were routed back to Group A, it might work sort of like we want it, but it's still not a perfect solution.
(Edited)
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JD

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We've been hoping for this feature for a long, long time now. Before the current version of "que to que failover" was introduced. We were excited to try it out, only to find it only works if all queue members are Unavailable, instead of failing over after a certain amount of time. We often have people away from their desks, but of course people will forget to hit DND to mark them Unavailable.
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Justin Dale

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I have done installs for 6 companies now and this has been a requested feature for all of them. Definitely hoping to see it in a future release.
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John Sauber

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I think it's crazy that this is not implemented. If we could simply group collections of users in a call queue, we'd get the "queue bounce" that people are requesting here. You can do this with a dummy user, like we have been instructed to do as a workaround, but that's not awesome because those users' numbers ring no matter what because do-not-disturb is not respected in that manner, and phones on DND end up ringing anyhow.

It seems like RC wants to bury people in a menu system, but we think that's lame and are trying to route people to people as quickly as possible.

(Edited)