Connect. Communicate. Collaborate. Securely.

Home » Kerio User Forums » Kerio Operator » Have backup agents in a queue (Have agents in a queue who won't get a call unless the other agents are all busy)
  •  
diskrete

Messages: 9
Karma: 0
Send a private message to this user
We want a queue where some agents are "primary" and others are "backup" agents.

When a call goes to the queue, it rings one of the primary agents. If none are available, only then does it ring backup agents.

Is this possible?

Usage scenario: We have several people dedicated to taking calls. We have a few other people who can take calls if things get busy, but that is not their primary job.

Regards,
Nate
  •  
ksnyder

Messages: 557
Karma: 36
Send a private message to this user
Set up another queue with the backup agents. For the primary agent queue, if the timeout is reached or the queue has no agents or the queue is full (your choice), forward to the backup queue. All of these settings are configured in the Exceptions tab of the call queue extension.

Example:
x-1600 is the primary agent queue
x-1620 is the backup agent queue

Go to the Exceptions tab of x-1600 and define the rules and forwarding as you see fit.

[Updated on: Wed, 10 December 2014 20:30]


Ken Snyder
Previous Topic: 2 Modules 2 number ranges same handsets
Next Topic: phone not always ringing
Goto Forum:
  


Disclaimer:
Kerio discussion forums are intended for open communication between forum members and may contain information and material posted by members which may be useful in learning about Kerio products. The discussion forums are not intended to provide technical support for any specific product. Any information implied or expressed in the discussion forums is that of the posting member. Kerio is in no way responsible for the information posted in the forums, or its accuracy. Kerio employees may participate in the discussions, but their postings do not represent an offical position of the company on any issues raised or discussed. Kerio reserves the right to monitor and maintain the forums to promote free and accurate exchange of information.

Current Time: Sun May 28 12:38:04 CEST 2017

Total time taken to generate the page: 0.02768 seconds
.:: Contact :: Home ::.
Powered by: FUDforum 3.0.4.