We have an incoming DID that routes to an IVR (main auto attendant). If you press option 1, we would like it to ring a queue (with on hold music) and if after 3 minutes, it is not picked up, ring another queue with different extensions. If those aren't picked up, it would ring an outside phone number (an answering service).
We thought we could setup a HUNT group to ring multiple sets of queues, but we're only able to choose extensions. Even if we chose 2 separate sets of extensions to ring, we aren't able to provide the music on hold during the ringing.
Anyone have any thoughts on the best way to configure this (if at all possible)?
Eric
use one queue but use
use one queue but use penalties so that 2nd group doesnt get called until first group cannot answer. leaving a queue and entering a second one is a really good way to screw up your metrics.
Queue to extension...
So the penalties make sense, but at the end of ringing the sets of queues, we need the call flow to end by calling a specific extension as the final leg of the route, which is call forwarded to a cell phone. Not sure if what is being requested here is uncommon, but I thought it would be easier (I hope this is even possible).
you're going to have to do a
you're going to have to do a lot of custom programing to get this to behave that way, and you're going to have to accept the 3 min timeout as less-than exact science. Some calls might timeout at 2min 50 seconds, some 3 min 12 seconds because its a combination of a couple of settings that triggers a timeout.
I would look into ACD/Queues.