Call Queue Primary User and Backups | Community
Skip to main content
Explorer
November 11, 2022
Solved

Call Queue Primary User and Backups

  • November 11, 2022
  • 2 replies
  • 3 views

Hello.  We have the following situation:

 

We have a call queue set up of our receptionist phone.  Most of the time our receptionist is the only person logged into this queue answering calls.

 

I would like to set it up so that when the receptionist is out that we can have it to roll to another sub-set of users and ring them all simultaneously.

 

Would like to do this without having to have anyone other than the receptionist login/out of the call queue. 

 

Any ideas of how to make it normally go to the receptionist and then in the event she is not logged into the queue have it simultaneously ring another group?  Is there a way to do this with group rotating?

 

    Best answer by FORE-Craig

    Hi @afeit 

     

    You can achieve this by setting up a second Call Queue with the users who would cover in the absence of the Receptionist. Let's call it the Coverage Call Queue. You can set the Call Distribution on the Coverage Call Queue to 'Simultaneous' or 'Rotating' as you wish.

     

    On the Receptionist Call Queue you would set the Business Hours Overflow to Route the 'Coverage Call Queue'. 

     

    😃

    I hope this helps!

     

    2 replies

    FORE-Craig
    Specialist
    Specialist
    November 11, 2022

    Hi @afeit 

     

    You can achieve this by setting up a second Call Queue with the users who would cover in the absence of the Receptionist. Let's call it the Coverage Call Queue. You can set the Call Distribution on the Coverage Call Queue to 'Simultaneous' or 'Rotating' as you wish.

     

    On the Receptionist Call Queue you would set the Business Hours Overflow to Route the 'Coverage Call Queue'. 

     

    😃

    I hope this helps!

     

    afeitAuthor
    Explorer
    November 11, 2022

    So simple!  I cannot believe I didn't think of that.  Appreciate the help!

    FORE-Craig
    Specialist
    Specialist
    November 11, 2022

    It's cool, right? You can structure the Call Queues quite ingeniously. My pleasure!