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3226 posts

Uber Geek

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# 147065 7-Jun-2014 15:28
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This will be a long one so bear with. :)

I've got a customer with a 2talk voip setup.
They have two branches, the main branch has 3 yealink desk phones and 2 yealink cordless phones.
The smaller branch has 1 yealink desk phone and a yealink cordless.
Everything is working well at the moment but they are wanting to make some changes that I'm just not sure how to go about configuring and if it is even possible.
All phones are registering directly on the 2talk cloudPBX system.

At the moment when someone calls the main branch number the 3 desk phones all ring.
So at the moment they can receive up to 3 incoming calls at the same time.
They want to limit the incoming calls to 2 and then have the 3rd call go into a queue.
They still want all 3 phones to ring as they are now.
One of the desk phones is registering with the main branch number and the other two have their own numbers setup in Locate Me of the main number.
Is it going to be possible to limit the calls to 2 and have a 3rd in a queue?

As far as I can tell, if I enable call queuing on the main number then you can't have a phone registering on that number, correct?
So I would need to add another number to the 2talk account to register the phone that currently uses the main number?

The problem with that is that they have a DSS button that they press when they go home, to call forward incoming calls to an after hours answering service.  This is on the phone that is registering on the main number.
Is it possible to still do this on the main number, from a DSS button, if the phone doesn't have that number on one of the line accounts?
 
The other problem I see with the call queuing is that a caller goes straight into the queue, even though the way I read the description of call queuing on the 2talk site is that the caller should only go into the queue if the agents are busy, or am I reading it wrong?
So when the staff see a call coming in, even though they aren't on the phone, the call has the prefix QUEUE: on it and the caller gets the on hold music straight away not a ring tone.

Any suggestions on this?

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4331 posts

Uber Geek


  # 1063031 10-Jun-2014 22:50
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Instead of using Locate Me, have a go using a Hunt group instead. Hunt groups can be configured with 0 timeout so they can effectively do the same job as Locate Me.

Have the Hunt group set on the main number to make it ring to the second phone, but then instead of having it ring to the third phone just put in another number. This can just be an 028 number and you can set the queue up on that. Then it's just a case of putting in the agents you want it to ring to.

The way it trys the agents depends on the ring strategy.



3226 posts

Uber Geek

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  # 1063702 11-Jun-2014 22:27
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Thanks for the suggestion however it doesn't appear to work as expected.
The hunt group on the main number works but never gets to the 028 number with the call queue configured.
If I ring the 028 number directly the queue works fine.
Even with the call queue disabled the 028 number never rings in the hunt group so not sure what's going on there.
I had to set the 028 number as the Call Forward when unavailable number on the main number so when the hunt group is done it goes to the 028 and then the queue seemed to work OK.

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