I have Queue Pro.
I am wanting to set up a system with 2 queues. The first queue only holds 1 caller, the second queue will hold unlimited callers. The first queue that holds only 1 caller, will announce to that caller a specific message for first caller in line. When that first queue has a caller in it, additional calls spillover to the second queue stating that we have high call volume and callers should be prepared to wait.
In the first queue, I am able to set “max callers” to 1, and get calls to spill over into the second queue by setting “Queue Fail Over on FULL Destination” to the 2nd queue. That works.
However I need help here. Should I put agents in the 2nd queue? Because I do NOT want calls in the 2nd queue to get directly answered by an agent. I want them to filter back down through the 1st queue before getting answered, so that as the caller in the first queue exits that queue, the caller next in line from the second queue takes their place.
Any other setting suggestions so that calls in the 2nd queue will filter down through the first queue, before getting answered?