overflowing of calls offsite... 1

[Z-man]

So we have seen a lot of changes due to Covid. One of them is staff shortages. I have a client who runs a small resort in the mountains. They have struggled always to staff the phones, but after covid is just got a lot worse. They have made the decision to use an offsite company to handle reservations.

Initially, the plan was to just have the offsite company handle all the reservation calls, but now they want to be able to answer calls onsite and then if it gets too busy, or there is no staff, to send them off site.

VM Pro
Full PRI

Reservation calls are being sent to a hunt group. Currently they are logging in and out of the group by way of hunt group enable on select phones. I can envision no more than 2 people max onsite answering calls, and perhaps 1-2 calls in que, with everything else overflowing offsite.

So I am looking for solutions or advice. I thought I would set the reservation group que threshold to 2, and then overflow to another group which would have a phone in the group which forwards offsite. Technically I am supposed to be able to overflow to a number or short code, but it doesn't ever seem to work.
if all agents are logged out, then the que threshold is ignored and the calls forward immediately, correct?

I am not dialed into anything in stone, so if there is something that is a better way to setup, please feel free to offer it up.

 

[Okkie26]

Put one or more 'virtual' users in the overflow group, and enable mobile twinning for this users to the external call center.

You can overflow immediately if you enabled it at the overflow tab on the first HG.

 

[Z-man]

my understanding is when the que threshold is reached it forwards to VM? This is probably okay as I can make a rule in the VM to transfer offsite.

 

[budbyrd]

The overflow group needs to be set as sequential. Otherwise it won't route off site.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[critchey]

The overflow group needs to be set as sequential. Otherwise it won't route off site.

That depends on how you are routing calls offsite. If you use extensions twinning to an external number then you can use a collective group and it will work. If you are simply forwarding then you have to use a sequential group.

The truth is just an excuse for lack of imagination.

 

[Z-man]

we are just going to forward to an offsite number. It works great if it goes to the overflow group. The issue now is the que threshold going to voice mail instead of the overflow group. I can create a rule in VM Pro and just send it offsite so it looks the same, I would just prefer to not have it so complicated.. but we are talking IP Office, whose middle name is "complicated". LOL

 

[critchey]

If you are just forwarding a single number offsite no need for the overflow group at all just use a leave action from the group's VM. Embedded is when you would need the overflow group.

The truth is just an excuse for lack of imagination.