Idea

sa92663 suggested Apr 8, '14 john-sauber commented Sep 25, '19

Call Queues: allow mixture of call handling (simultaneously and in fixed order)

In a particular extensions call forwarding section (home, mobile, office), you can set the phones to ring simultaneous or in a fixed order. You also have the ability to group certain numbers such that home + cell ring simultaneous for 4 rings, and failing that, it goes to office numbers. Now let's talk about Call Queues. The options are simultaneous (to all members), round-robin (to all members), or fixed order (to all members). What I want is to have a call queue ring our call center first for four rings. They should answer 95% of the time within a ring. But failing that, I don't want the call to go to voicemail. I want it to "escalate" to a level 2 engineer (there are 9 of them). So I created extensions for each of their cell phones. So the call queue has 10 members (the call center extension + 9 extensions for the nine engineer cells). The trouble is that if I set the Call Queue to simultaneous, all extensions (call center + all engineers' cell) ring at the same time. If I set it to fixed-order, the call center rings first (good!) but then engineer #1 gets any calls after that. Engineer #2 wouldn't be attempted until 4 rings of engineer #1 cell first. This isn't good customer service at all. What I would like is the "grouping" feature, such that I could set the queue to try the call center first, and then failing that, simultaneously call the 9 engineer cells. I've tried to nest groups within groups, so that after trying the call center, the first call queue forwards to a second call queue that has all the engineer cells set to simultaneous. But that isn't allowed. Any ideas?

call queue group

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ben-foster396 commented May 2, '14

This is a great idea, and thank you OP for the detailed use case. I've tagged it as an "Idea" so our product team will see it.

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Kerry Reiss commented Nov 4, '14

This "feature" would be awesome for us as well...in our case...we would want the call queue to "expand" in number of people receiving the call after a predetermined amount of rings.

For example, our order desk is supposed to always answer the phone within 3 rings, when possible. After 3 rings, the rest of us start jump to answer because it means the order desk must be overloaded.

The issue is...the "rest of us" ignore "ALL" calls for at least 3 rings because we can't tell the difference between a ring group call (which is the MAJORITY of calls, which we shouldn't answer) and a call to us (which we SHOULD answer immediately).

Ideally, the "rest of us" wouldn't start ringing until after the 3rd time it has rung to customer service...ensuring that the "rest of us" can stop ignoring the first 3 rings and always "react" to the first ring.

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Jay Perez commented Dec 1, '14

+1 this request. I need the exact same feature. Groups > Call Handling should provide an option to create "ring groups" just like an individual user can.

In my application, I would like my "new clients" groups to simultaneously ring four users' IP phones for a few seconds, then, if no answer, forward the call to 2 cell phones (also ringing simultaneously with each other).

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Adrian Wilson commented Dec 23, '14

I am looking for this same feature as well.

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holly934 commented Dec 26, '14

We are also in need of this feature.

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dave81473009 commented Feb 17, '15

We are also desperate for this feature

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Anthony Giuliano commented Feb 19, '15

Bump. If groups could be members of other groups it would allow for more efficient use of the system. Sure, there's the possibility for a loop, but it has to be the responsibility of the user to make sure they are using the tools at their disposal properly, not the engineers to make sure it can never happen.

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Chuck Fuscone commented Feb 19, '15

Agree. Cascading call queues. It is on the road map I am told.

Hopefully soon..

Chuck

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edward-meinhardt1386 commented May 11, '15

Yeah we could totally use this for call centers we support. Currently we have to forward from our clients account to our ring central account and then from ours we ring sequentially our clients groups for the time limits specified by the clients. (suggested work around by tech-support) it would be much simpler to have a ring group be able to transfer a call after X amount of time to the next group.

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james-j commented May 29, '15

Any progress on getting this feature added?

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