# Issues with queue

Hello,

in my company i have one queue with 4 agents (A) with a waiting of 13 minutes for the caller.
And i have another agent (B) who are not in the queue.

Actually i want that if after 30 secondes in the queue, nobody respond to the caller, then the caller will be transfered at the agent B… BUT if the agent B and Agents A not respond then the caller just wait 13 minutes in the queues (with A agents).

Thank you !

ps: sorry for my english !

this is not the most elegant but i think you can do this with 2 queues. first queue has all A agents with a timeout value of 30 seconds. the queue exit then goes to the second queue that has a wait time of 13 minutes and includes all A and B agents.

the result is that the first queue will ring the A agents for 30 seconds, then move the call to the second queue which will ring all A and B agents and if no answer will keep the caller in the queue for 13 minutes

Thank you for the answer !

Actually it is not really what i want.

Example:

A agent = 3 persons
B agent = 1 person

If a caller call A so he is on the queue of A agents … but if all A agents are not available so the caller is transfered to the B agent … if after 30 seconds B agent is not available too, SO caller RETURN to the queue of A agents.

You know what i mean ?

Similar in the opposite.

If a caller call B agent and he is not available so he is transfered onto A queue (A agents) … AND if after 30 seconds A agents are not available, so caller is transfered (again), at B agent.

Thank you !

And also i would like to keep the priority of the caller …

The following might work for you:

Queue 1) A Agents - set a 30 second timeout to Queue 2. and enable "Skip Busy"
Queue 2) B Agents - set a 30 second timeout to Queue 3.
Queue 3) A Agents or All Agents, and increase the timeout limit…

Good luck.

Yes, thank you.

It could work, i will try tomorrow

But for the priority ? if A is available and a caller going to the Queue 1 BUT a caller is already in queue 3 ? who is the first ?

I don’t know, take a moment and test it.

Good luck.

OK, thanks but queue pro is expensive.

Also i have another question.

If an agent is in five queues and 5 callers comes to each queue … who is the first that the agent take by default ?