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Skip the Queue timout/Alert Time. RRS feed

  • Question

  • Hi all,

    At the office we have set up different response (hunt) groups. When a customer calls the number, it first goes to the 1st response group. The agents get ringed all at once, the first who answers has the call. If they don't answer within 10 seconds the call will be transferd to the 2nd response group, if the 2nd group doesn't respond in 30 seconds the call get transferd to the reception. 
    The problem that we encounter is that if no one in the 1st response group is available/online Lync will still wait the whole 10 seconds before it moves to the 2nd response group, with the thought that an agent can come available again. 
    How can we skip this proces? So if non of the agents are online/available in the 1st group, Lync will immediately shifts to the 2nd response group? 

    Looking forward to your reply.

    Thank you in advance! 

    Best, 

    Robert 

    Wednesday, December 13, 2017 9:31 AM

All replies

  • Hi,

    You cannot hunt on availability with RGS, these are the only option that you can do. There are 3 party contact center application that can do a lot more.

    Like CC4Skype and Anywhere365.

    Greetings,

    Erdem


    Please mark as helpful if you find my contribution useful or as an answer if it does answer your question. That will encourage me - and others - to take time out to help you.

    • Proposed as answer by Er-D Wednesday, December 13, 2017 1:16 PM
    Wednesday, December 13, 2017 1:10 PM
  • Hey Erdem,

    That is a petty. 

    Thank you for your quick support. 

    Have a nice day! 

    Best,

    Robert 

    Wednesday, December 13, 2017 2:57 PM
  • Hi RoooobertII,

    Agree with Er-D.

    Based on my research, there is no such option to skip this.

    I will share a document about “Designing and creating response group workflows in Skype for Business 2015
    https://technet.microsoft.com/en-us/library/jj205321.aspx


    Regards,

    Alice Wang


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

    Thursday, December 14, 2017 2:46 AM
    Moderator
  • Hi,

    Are there any update about this issue?


    Regards,

    Alice Wang


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

    Wednesday, December 20, 2017 8:10 AM
    Moderator