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Old 08-01-2014, 11:12 AM
kjvargo kjvargo is offline
Join Date: Apr 2014
Posts: 4
kjvargo has 10 reputation points

Thanks, marzahn. Regardling the call longevity, I was hoping that:
  1. a customer calls a users DID line
  2. it rings three times at that users desk and isn't answered
  3. the call then routes to an agent in a skill three times
  4. If that agent doesnt answer, the call routes to the voice mail account on the oringal user (the DID in step 1).
Essentially the caller would hear 6 rings total.

We are trying to solve a business problem (management I guess we could say). Basically a group of folks talk to customer directly. Sometimes those customers call back to us - to a specific person. If that person is out, or on vacation, we still want to have someone take the call and by someone, I mean someone who has the same skill set and knowledge. However, if another agent isn't avaialble, we want it to go to the original agents voicemail. Not a group mailbox.

Hope this makes sense - thanks again.
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