Call Queue Group Rotation, can we set who is in what group? | Community
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Arivera525
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November 29, 2022
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Call Queue Group Rotation, can we set who is in what group?

  • November 29, 2022
  • 1 reply
  • 3 views

In the call queue, Call Distribution there are a few options.  Simultaneous, Sequential, Rotating, and Group Rotation.  In particular, we want to test out the group rotation so that one set of specified members gets the call initially, but another specified group would take it if the first group was busy.  When selecting the option, it only asks how large the groups should be.  Is there a way to specify who is in what group?  We only need to have 2 groups, but split into teams of specific members.

    Best answer by FORE-Craig

    Hi @Arivera525 

     

    From what I understand, the Group Rotating is simply a subset of users within the Call Queue. For example, instead of all 25 Call Queues Members' phones ringing at once, you could set Group Member Size to 5, and five phones would ring when a call comes in; if no one in that group answers, then 5 other phones would ring; and so on; and so on. If no one answered the call, then it would go to the Overflow.

     

    If you wish to name specific members in a first rotation, and then a second rotation if no one in the first answered:

     

    1. You could put the primary group members in this Call Queue and set Call Distribution it to "Simultaneous";

    2. Set the Business Hours Overflow to transfer to a second Call Queue with other named members;

    3. Set the Business Hours Overflow of the second Call Queue to transfer to the Voicemail of the first Call Queue or whatever you desire.

     

    Do you follow me?

     

    I hope this helps!

     

    1 reply

    FORE-Craig
    Specialist
    FORE-CraigAnswer
    Specialist
    November 29, 2022

    Hi @Arivera525 

     

    From what I understand, the Group Rotating is simply a subset of users within the Call Queue. For example, instead of all 25 Call Queues Members' phones ringing at once, you could set Group Member Size to 5, and five phones would ring when a call comes in; if no one in that group answers, then 5 other phones would ring; and so on; and so on. If no one answered the call, then it would go to the Overflow.

     

    If you wish to name specific members in a first rotation, and then a second rotation if no one in the first answered:

     

    1. You could put the primary group members in this Call Queue and set Call Distribution it to "Simultaneous";

    2. Set the Business Hours Overflow to transfer to a second Call Queue with other named members;

    3. Set the Business Hours Overflow of the second Call Queue to transfer to the Voicemail of the first Call Queue or whatever you desire.

     

    Do you follow me?

     

    I hope this helps!

     

      Z
      Newcomer
      zinker518
      Newcomer
      March 27, 2025

      So we would have to set up 2 call queues (Group1, Group2) put 5 members in Group1 and overflow the other 20 members into call queue Group2? 

       

      Thanks,

      z

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