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Response Group - settable delay per agent? RRS feed

  • Question

  • Hi all,

    We have about 10 agents that should be able to answer an incoming call, but not every agent should be rung at the same time.

    What we actually want is:
    - as soon as a new call comes in, ring at 1 agent
    - if that agent doesn't answer in 10 seconds, ring at 3 more agents (so, now ringing this call at 1+3 agents in total)
    - if none of these 4 answer the call in another 10 seconds, ring all 10 agents
     

    So far I have configured this with 3 queues:
    - queue A contains a group with 1 agent and after a 10 second time-out it forwards the call to queue B
    - queue B contains a group with 4 agents and after a 10 seconds time-out it forwards the call to queue C
    - queue C contains a group with all agents, no time-out.

    However, if agent 1 answers the phone after 8 seconds, which takes a couple of seconds due to the slow-CPU-phones, Lync meanwhile forwards the call to group 2 and so agent 1 fails to answer the call; he doesn't even get the call again in group 2, he's in too.

    Would it be possible to put all agents in a single group, with a single queue, where we can specify a delay-before-ringing for each of the agents? This way agent 1 would ring immediately, agent 2 to 4 woudl ring after 10 seconds and agents 5 to 10 would ring after 20 seconds from start.

    Or does anybody have a different idea of how to do this (possibly without response groups?!)?

    Thanks for thinking along,
    Kind regards,
    Peter Schouten

    Friday, November 6, 2015 4:29 PM

Answers

  • Hi,

    You can't set a per-agent ringing time, but I'd recommend using a serial route for the first group with a 10 sec. alert time;

    This way the call will ring the first agent for 10 sec, then the second agent for 10 sec, and then you can set a 20 sec timeout and switch to the next queue.

    The other option is to use a Team-call, but calls forwarded to a team cannot be forwarded to a 3rd party so there goes your 3rd group.

    Hope this helps.

    • Proposed as answer by Eric_YangK Wednesday, November 18, 2015 9:39 AM
    • Marked as answer by Eric_YangK Thursday, December 3, 2015 9:11 AM
    Friday, November 6, 2015 8:36 PM