Hello,
unfortunately I can’t find a solution and would be very happy to hear your opinion! I have the following setting:
Callers are assigned to a queue that signals on all assigned endpoints at the same time. The call should ring there for as long as possible, as the employees also have recurring (usually only brief) personal customer contact at the reception desk and can therefore answer the call directly once this personal contact has ended.
Now I would like to be able to reach this endpoint for internal calls or other (more important) calls/ring groups. Is there a way, for example, to put the active caller from the queue back into the queue (=> interrupt the ringing) and signal the new (prioritised) call instead?
Thank you very much for your help!
Best regards
Mark
I guess I might not be understanding the question here but if I am understanding this correctly, if a call is coming in from the queue you want the agent to be able to pick up a different call that might be ringing in at the same time?
Do your phones not have call waiting? Can they not see two calls ringing at the same time? If they could they could pick up the call that’s got the higher priority to them.
Hello,
Thank you for your reply. The phone (Fanvil x4) does have a call waiting function, but as far as I have found out it is only for calls that have already been answered.
Calls from the 2nd queue or internal calls should always have a higher priority and should also ring with a different ringtone. They should more or less override queue 1.
Do you have any ideas?
Kind regards
I am not familiar with Fanvil phones or their feature set but that’s something that you might need to figure out how to with these phones.