Forum Discussion

ddemuth78's avatar
ddemuth78
Active Contributor
2 years 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
2 years 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
2 years 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?