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ddemuth78
Active Contributor

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 group?

3 REPLIES 3
KateG
GoTo Moderator

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

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? 

 


Kate is a member of the GoTo Community Care Team.

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ddemuth78
Active Contributor

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

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
GoTo Moderator

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

@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. 

 


Kate is a member of the GoTo Community Care Team.

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