Some quick background. I have a ring group set up for our customer service department. We do not receive a ton of calls and typically 1 employee is responsible for calls coming into that group. The other extensions are only listed in case that employee is away from his desk to ensure no call goes unanswered.
I wanted to configure a Queue instead since it gives more flexibility with announcements during the hold time and breakout IVR (press 1 to page, 2 for voicemail, 0 to return to the main menu) instead of the caller waiting until all extensions have been signaled and then port to a dynamic destination with IVR options.
My issue is that the ring strategies in the Queue module doesn’t include “memory hunt”.
This has worked perfectly with the ring groups, allowing the main reps extension to continue to ring, while it tries the next extension(s).
Linear seemed like the closest option, however it doesn’t include the ability to continue to ring the other extensions. This is preferable since the main rep may still have time to answer the phone if he’s near but not at his desk.
Is there anyway to accomplish this? Allowing the first extension to continue to ring while it trys the next extension as well?