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Response Groups and Overflows Design Question RRS feed

  • Question

  • Hi, we are currently using a response group which overflows onto another response group before VM. So in essence we have

    Main (ring for 20 secs using timeout) -> Overflow -> VM

    In Main we have 4 users that are called in a longest idle method, these are the main customer service users. After 20 seconds it goes to the overflow using queue-timeout and then rings 6 others phones in parallel before going to voicemail?

    Is this the best method for doing overflows? This was based on a migration from an Avaya system that worked in the way above. The main issue however we have with this setup is that the RG is not presence aware, i.e if all 4 agents are "busy" the call will still ring for 20 seconds before overflowing - is there a better way to achieve this? 

    Wednesday, March 14, 2018 4:01 PM

All replies

  • Hi WolvesPhil ,

    Based on my research ,I cannot find a better solution for this.

    All the agents will get the call, regardless of their current presence (and regardless of them using Lync or Attendant).You could refer to this link .

    the response group will ring until the timeout if nobody is available because it does not know if someone will become available or busy during that period. Once you hit the timeout, you can forward to voicemail, another number, person, response group queue, or just disconnect the call.


    Best Regards,
    Leon Lu


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    Thursday, March 15, 2018 9:33 AM
  • Hi,

     

    Are there any update for this issue, if the reply is helpful to you, please try to mark it as an answer, it will help others who has similar issue.


    Best Regards,
    Leon Lu


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Friday, March 23, 2018 9:38 AM
  • There is no way to get around having it ring the RGS for 20 seconds.  This is probably by design as it allows agents to finish their current call and then have a chance to pick up the incoming call.  You could lower the queue timeout to 10 seconds (the minimum I believe) before rolling over to overflow.

    RGS have limited call center and routing capabilities.  That's why you should layer an ACD system over SFB if calls are that important.

    Wednesday, March 28, 2018 11:48 PM
  • Hi,

     

    Are there any update for this issue, if the reply is helpful to you, please try to mark it as an answer, it will help others who has similar issue.


    Best Regards,
    Leon Lu


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Friday, March 30, 2018 10:42 AM