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but calls will not follow this interflow path and just sit there ringing on whichever agent is available in the first queue
Quote from: moona on December 07, 2015, 06:34:16 PMbut calls will not follow this interflow path and just sit there ringing on whichever agent is available in the first queueThis is the reason why I believe. If an agent is available in the primary queue and the system is offering them a call, it's not going to interflow an offered call.All the agents in the primary queue would have to be busy, logged out, or otherwise unavailable (DND or Make Busy) before it would interflow the call.
Ok that makes sense as annoying as it is. So if this call is ringing on the agents phone there is no way to pass it onto another queue via interflow or overflow to another agent group if the agent doesn't pickup the phone in x amount of seconds? It will always ring indefinitely on that agents phone. What I really want is a call to pass through agents for 10 seconds each like a Circular Cascade Ring group would. Really wish Mitel would implement some more queue methodologies
Quote from: moona on December 08, 2015, 05:00:23 PMOk that makes sense as annoying as it is. So if this call is ringing on the agents phone there is no way to pass it onto another queue via interflow or overflow to another agent group if the agent doesn't pickup the phone in x amount of seconds? It will always ring indefinitely on that agents phone. What I really want is a call to pass through agents for 10 seconds each like a Circular Cascade Ring group would. Really wish Mitel would implement some more queue methodologies You can, but it would log the agent out of the queue. And they'd have to log themselves back-in to be offered any more calls.If what you want is the functionality of ring-groups, why not use a ring-group? I think that Mitel's purpose and logic behind queues is really very sound, but it has to be used for it's intended purpose. To give calls to employees who's primary job roll is answering calls, i.e. Call Centers.