Forum Discussion

ddemuth78's avatar
ddemuth78
Active Contributor
8 months ago

Unique Call Queue Ring Strategy based on direct or transferred calls?

I am wondering if somehow, GoTo can be configured so that if I have a group of agents, I can have it ring all agents when their group is called direct or round-robin if a call is transferred to the g...
KateG's avatar
KateG
GoTo Manager
8 months ago

HI ddemuth78,  if you use Contact Center have you tried to create a ring strategy to call all agents for direct calls and a different strategy for transferred calls like fewest answered, fewest sent to agent, or longest call wait? 

 

  • ddemuth78's avatar
    ddemuth78
    Active Contributor
    8 months ago

    That's what I want to do but not sure how best to go about it. Should I create another Call Queue for the transferred calls and then set that Call Queue up somehow in the existing Dial Plan or create another Dial Plan for the transferred calls?

    • KateG's avatar
      KateG
      GoTo Manager
      8 months ago

      ddemuth78 you can create a different queue for calls to be transferred to and set the queue's ring strategy accordingly. But If that's not what you are asking, what would you like to see happen? Thanks.