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SimonG-MVD's avatar
SimonG-MVD
New Member
29 days ago
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Backup/Overflow Queue

I found this old feature request and I am looking to accomplish the same task. That is having an additional queue that an agent would be able to join and receive calls only if all other agents in our primary queue are busy and there is an agent available in this backup queue. Is this something that has already been added since this post or can it be achieved through other means? I'm still learning the lingo for the software, so any direction would be appreciated.

Here is the URL to the other post made 3 years ago.

Priority Queues/Weighted queues | GoTo Community

 

Thanks,

Simon

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  • GlennD's avatar
    GlennD
    28 days ago

    Hi SimonG-MVD, welcome to the community.

     

    This is actually possible, but it is achieved using call queue settings. When no agents are available in the main queue you would route new calls to a 2nd (overflow) queue. 

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  • SimonG-MVD's avatar
    SimonG-MVD
    New Member
    25 days ago

    Thank you Glenn! I knew I must've overlooked something.

    Doing some more research based on your answer, I don't think it's possible to do quite what I was hoping. Being able to route back to the 1st queue if the second one is empty/closed. (Or not route into the 2nd queue at all if no agents). It seems like I'd be starting a game of hot potato until an agent is available in either queue.

    Thanks again for the answer!

     

  • GlennD's avatar
    GlennD
    GoTo Manager
    28 days ago

    Hi SimonG-MVD, welcome to the community.

     

    This is actually possible, but it is achieved using call queue settings. When no agents are available in the main queue you would route new calls to a 2nd (overflow) queue.