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SimonG-MVD's avatar
SimonG-MVD
New Member
29 days ago
Solved

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...
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  • GlennD's avatar
    GlennD
    29 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. 

GlennD's avatar
GlennD
GoTo Manager
29 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. 

SimonG-MVD's avatar
SimonG-MVD
New Member
26 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!