I have a Premium Call Centre and wondering if there is anyway to automaticaly forwards calls to another phone when callers are stuck in the queue and no agents are set to available?
I have currently set it up so when not agents are logged in to the call centre the calls forward to another number but can't figure out if there is a way to also forward calls when an agent is logged in but just forgets to make themself available.
Any suggestions would be much appreciated
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If you agents are logged in but not available the call will queue in the call centre queue. The only way to forward calls out of the queue in this scenario is to use overflow and set a timer. The coming uopgrade to the call centre in realse 19 in a couple of weeks will allow you to set threshold alerts and also enable your agents to have queue visability from within the agent client.
I have set the overflow to another extension with a timer, but when that other extension is busy on a call the caller just gets a busy greeting. I have set that extension to foward when busy back to the call centre but the forward doesnt appear to be working. Any ideas.
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Best option here is really to utilise the supervisor screen to monitor when agents are logged in and not available. Release 19 which is due in a few weeks has some enhacements for call centres which may asist you with this scenario. You will be able to configure threashold alerts as per the below for call centre metrics. These will show in the supervisor and agent screens and will change colour based on the threasholds entered. You can also have an e-mail send to nominated addresses once a threashold is exceeded.