Fix Agent Group order in Call Queues for Attendant routing
When assigning multiple Agent Groups to a Call Queue, I would expect the Agent Group order should work the same for all 3 Routing methods (Attendant, Serial and Round Robin). Attendant routing does not honour Agent Group ordering but Serial and Round Robin does.
We need to be able to have all agents in Group1 ring, then if not answered, all agents in Group2 should ring and if not answered the all agents in Group3 should ring etc.
Assuming the order is Group1, Group2 and Group3 and we have all these Agent groups added to a single Call Queue.
Current it calls all Agents in Group1, Group2 and Group3 all at them same time which is severely interrupting senior resources and management staff who should only get the calls as a last resort.
Please note that this was working perfect in Skype for Business On-Prem.
We are now having to create 3 Call Queues and linking 1 Agent group to each Queue and then overflowing Call Queue1 to Call Queue2 to Call Queue3.
This works but introduces delays as the call is routed from one call queue to the next and the next. It also confuses the Caller as they hear the Ringing tones and then On Hold music change as the Call Queue transfers to the next Call Queue.
Using this work around we have been receiving a number of complaint from our clients since we moved over from Skype for Business and this issue is one of the main complaints we receive. We also get clients just hanging up now as they think they are stuck in a loop as they hear the ringing sound then music on hold multiple times as they get transferred around from one Call Queue to the next and then the next etc.
Ben Mann commented
We are having exactly the same issue and would also benefit from:
Call group1 for 10 secs
If unanswered escalate to group2 for a further 10 secs
If unanswered escalate to group3 for a further 10 secs
If unanswered finally send to voicemail