Queue "rollover"

[spazz41]

I am wanting to setup a queue to take calls from, and what I want is to have x number of agents available to take calls. If all of them are not available, I want the call to rollover to an outside line (that I also have mapped to an internal extention #). Is this possible ?

 

[Telecomboy]

If you set up the hunt group as linear, then make the extension that is call forwarded the last member of the group. Check the box for call forward hunt group calls under that user's forwarding tab and it will forward calls out to the cellphone.

 

[spazz41]

I didnt actually make a "user" for them, just a shortcode. I suppose I can make a user if that is the only way to do it. Its just a touch easier to manage shortcodes than users

 

[ProviderReborn]

You will need to have a user which is forwarding the calls to the external number or shortcode.
Dont forget to check you hunt group call to

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement
CCNA - Working towards.

 

[spazz41]

Ok, so if I set it up this way, the user doesnt have to be logged into a phone correct ? And when it gets to them in queue it will forward on ?

 

[Telecomboy]

The user should be logged into the group, with forwarding checked (to the appropriate number) as well as call forward hunt group calls checked.

 

[spazz41]

so do I have to have the user actually logged into a phone, or just a member of the group ? I will make them part of the hunt group, but wont have extra phones laying around for all the people we want to forward with this way.

 

[aarenot]

spazz,
I would suggest using a hunt group to do the forwarding out. I have seen issue with the second, and third calls not actually forwarding out with some releases. when just using one user to forward it By using a hunt group with multiople users set up to forward out, this never happened again. I know this was an issue with a couple releases that caused this, but you know how sometimes issues return in future releases.

Mine were virtual users not ones with an actual ext associated with the user, and they worked fine.