indefinitedrums
IS-IT--Management
Hello,
We currently have a fairly simple setup:
We will now be directing overflow during certain hours to a branch office, who will have another 10-15 agents. They will also fallback to the answering service when they are at capacity. I do not have access to their systems, only a single number to add into our call flow.
What I've done for now is set up a time profile for 'brach hours' and set the fallback extension to the branch office's number in the ICR for that time profile. Outside of that, it is set to the answering service like before. This seems to work fine, but I wanted input from more experienced people on what they would consider 'best practice' when adding complexity to a call routing. It seems there are a million ways to do this.
Thanks in advance for any reply.
We currently have a fairly simple setup:
~20 agents, no voicemail
'Main' Huntgroup ringing least available agent(No overflow group set)
'Fallback Extension' in ICR set to answering service for overflow
After hours calls default to the fallback extension in ICR(answering service)
We will now be directing overflow during certain hours to a branch office, who will have another 10-15 agents. They will also fallback to the answering service when they are at capacity. I do not have access to their systems, only a single number to add into our call flow.
What I've done for now is set up a time profile for 'brach hours' and set the fallback extension to the branch office's number in the ICR for that time profile. Outside of that, it is set to the answering service like before. This seems to work fine, but I wanted input from more experienced people on what they would consider 'best practice' when adding complexity to a call routing. It seems there are a million ways to do this.
Thanks in advance for any reply.
