Is there not a way to create a primary Member schedule. I have a phone queue that changes hands daily where one member has Mondays and one answers the phones on Tuesdays and another one on Wednesdays. I’m told that we go in every morning and change the member who accepts queue calls. Is there not a way to create a schedule so that it turns over to the next person on its own?
Best answer by Problem Solver
I think most people would do the following - allow queue members the ability to change their queue status. Then instruct the users to manage their status as shown in pic below:
But that’s not what you are asking about.
You want the change to happen automatically. Not simple, but possible. I am making the following assumption:
- you have a phone number which routes to a call queue with all members.
In this case do the following.
1. Copy the call queue so you have 3 copies of the same call queue- one for Monday, one for Tuesday and one for Wednesday. Keep only the necessary members for each day as queue members.
2. If you are using Multi-Site → make sure the phone number is assigned to the site
If you are using Single-Site → make sure the phone number is assigned to the auto-receptionist or that it is your company main number.
3. For single site .. go to Phone System > Auto-Receptionist > General settings > Call handling > Custom rules > Add custom rules.
Add the following rules:
Rule1
Condition: Date & time > Monday
Call Handling: route callers to the Monday call queue
Rule2:
Condition: Date & time > Tuesday
Call Handling: route callers to the Tuesday call queue
Rule3:
Condition: Date & time > Wednesday
Call Handling: route callers to the Wednesday call queue.
You might need to add to the custom rules an additional condition of “Called number” if you have multiple phone numbers assigned to the auto-receptionist.
I think most people would do the following - allow queue members the ability to change their queue status. Then instruct the users to manage their status as shown in pic below:
But that’s not what you are asking about.
You want the change to happen automatically. Not simple, but possible. I am making the following assumption:
- you have a phone number which routes to a call queue with all members.
In this case do the following.
1. Copy the call queue so you have 3 copies of the same call queue- one for Monday, one for Tuesday and one for Wednesday. Keep only the necessary members for each day as queue members.
2. If you are using Multi-Site → make sure the phone number is assigned to the site
If you are using Single-Site → make sure the phone number is assigned to the auto-receptionist or that it is your company main number.
3. For single site .. go to Phone System > Auto-Receptionist > General settings > Call handling > Custom rules > Add custom rules.
Add the following rules:
Rule1
Condition: Date & time > Monday
Call Handling: route callers to the Monday call queue
Rule2:
Condition: Date & time > Tuesday
Call Handling: route callers to the Tuesday call queue
Rule3:
Condition: Date & time > Wednesday
Call Handling: route callers to the Wednesday call queue.
You might need to add to the custom rules an additional condition of “Called number” if you have multiple phone numbers assigned to the auto-receptionist.
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