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I need to take inbound calls with my 80 agents, if no one is available then the call needs to forward to a company out in Denver via a DID and no one is to queue on hold for more than a couple seconds to where they can tell they are on hold.

IS that possible?

We initially attempted pure no paused agents as the ingroup is designed to bounce to a DID, but the system was too confused with agents logging in and out and on more than one occasion would still send the call to Queue until reaching the drop seconds, because it "got past" the No Agents No Queue Sentry, but then an agent was not avaiable. And queuing is strictly prohibited in this instance, so for reliability:

The final method as I understand it was to set the drop call seconds on the InGroup very low (0 or 1) and drop any calls not answered to an alternate in-group. The alternate in-group is set to "bounce" to a DID if there are no agents available (and there will never be an agent available, so there will be no vicidial confusion on that point, which occurred on the initial testing with agents logging in and out).

The DID to which it bounces is defined to send a call to the next call center whose number you have for overflow, possibly with a very large drop seconds value to avoid any "drops". This may take some "tweaking" in the future, but seems to be the simplest immediate solution.

In theory the drop call seconds may still be "attached" even though the call is "dropping" to a DID that sends to an outside line.

It was a pleasure working with you this evening.

I will remember to disable this when we are done to keep our downstream call center from using the DID as he would be able to get all calls any time we have no agents logged into the campaign.

williamconley wrote:We initially attempted pure no paused agents as the ingroup is designed to bounce to a DID, but the system was too confused with agents logging in and out and on more than one occasion would still send the call to Queue until reaching the drop seconds, because it "got past" the No Agents No Queue Sentry, but then an agent was not avaiable. And queuing is strictly prohibited in this instance, so for reliability:

The final method as I understand it was to set the drop call seconds on the InGroup very low (0 or 1) and drop any calls not answered to an alternate in-group. The alternate in-group is set to "bounce" to a DID if there are no agents available (and there will never be an agent available, so there will be no vicidial confusion on that point, which occurred on the initial testing with agents logging in and out).

The DID to which it bounces is defined to send a call to the next call center whose number you have for overflow, possibly with a very large drop seconds value to avoid any "drops". This may take some "tweaking" in the future, but seems to be the simplest immediate solution.

In theory the drop call seconds may still be "attached" even though the call is "dropping" to a DID that sends to an outside line.