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)

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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.


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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.

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
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