Call Distribution, Tiered Groups

Question

I am having a hard time wrapping my head around a potential solution for our call distribution desires.  We have a team of CSR's that I would like to receive calls based on longest idle.  After attempting to reach those users, I would like the call to overflow to another group of users.  I believe I can accomplish this with (2) call queues.  However, if the call goes unanswered by both groups, I would like the process to start over.  If the call makes it through the cycle again, then I would like to overflow the call to an outside number for our answering service.  Any ideas on how to achieve this type of rotation? I considered a third an fourth call queue, but I didn't want to have our CSR's turning off/on two queues every day.  Thank you for reading!

Eliot · Answer

Hi jesabee, You might consider: Business HoursAuto receptionist route to call queue CSR CQCall queue CSR CQ -> Overflow to call queue OVERFLOW CQCall queue OVERFLOW CQ -> Overflow to call queue CSR CQ 2Call queue CSR CQ2 -> Overflow to call queue OVERFLOW CQ 2Call queue OVERFLOW CQ2 -> Overflow to External Contact – Answering Service Closed and Holiday HoursAuto Receptionist route to External Contact - Answering Service Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution. thanks,  eliot

Call Distribution, Tiered Groups

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