Custom Routing Method ? RRS feed

  • Question

  • Hello Cool People,

    I was wondering if this scenario is possible and I hope someone can share their expertise on this. :) So I have 3 users, that are assigned to a  response group. Basically, I want user1 and user2 gets the call first at the same time  and only forwards/route it to user3 if both user1 and user2 are unavailable.  Is this something doable?


    • Edited by lorenze Wednesday, January 25, 2017 3:09 PM
    Wednesday, January 25, 2017 3:01 PM

All replies

  • You should assign another que and forward the call only if both user are not available on their que.

    regards Holger Technical Specialist UC

    Sunday, January 29, 2017 8:53 PM
  • Add 2 x Agent into one group "Primary Support Grp" and choose the routing method as " Parallel".

    Add 3rd Agent into another group "Backup Support Grp".

    Under Response Groups > Queue > Sequence the 2 groups.

    When the server searches for an available agent for the queue, it uses group order. That is, the first group in the list is searched first, followed by the second group in the list, and so on.

    Monday, January 30, 2017 3:53 AM